**Senior Customer Success Manager** Remote | EST Hours (Mon-Fri, 9AM-6PM) | Full-Time | Reports to Executive Leadership We're looking for a **Senior Customer Success Manager** to lead client relationships in a content-driven, service-focused environment. In this high-impact role, you'll own the entire customer journey—from onboarding and activation through to retention, growth, and advocacy. You'll be a strategic advisor, operational leader, and problem-solver, helping customers succeed while building scalable systems that elevate the customer experience across the board. If you're a proactive, people-savvy professional who thrives in fast-paced, tech-enabled teams, this role could be your next big move. ***What You’ll Do**: - Manage a portfolio of high-value customer accounts, ensuring consistent value, engagement, and satisfaction - Lead onboarding and training, building walkthroughs and materials that drive early wins - Serve as a strategic advisor, aligning services with customer goals and measurable outcomes - Design and refine scalable processes and SOPs using tools like HubSpot, Zapier, Slack, and scheduling platforms - Monitor customer health and deploy retention strategies using CRM data and qualitative insights - Collaborate with production, ops, and leadership to ensure smooth service delivery and continuous improvement - Conduct regular check-ins, strategy reviews, and performance updates to maintain alignment - Capture testimonials, referrals, and social proof to support customer advocacy - Navigate difficult conversations with professionalism and empathy - Mentor junior CSMs and contribute to building best practices as the team grows ***What We’re Looking For**: - 4+ years of experience in customer success, account management, or consulting (preferably in a digital services or content business) - Proven track record managing 10+ accounts or projects independently - Proficiency with CRM platforms (HubSpot, Go High Level), plus automation and task management tools - Excellent communication across calls, video, and async platforms - Experience with Slack, Calendly, Zapier in a remote-first environment - Detail-oriented and process-driven with a strong ability to manage expectations - Metrics-focused mindset with a knack for identifying opportunities and driving improvement - Bonus: Familiarity with podcast production, content marketing, or onboarding in a media context - Must be available to work full-time during U.S. Eastern Time Zone hours ***Why You’ll Love This Role**: - High-ownership position with direct impact on customer success and business growth - A collaborative, supportive environment where your ideas and initiative are valued - Chance to help scale a customer success function within a mission-driven, content-focused brand - Remote-first culture with smart tools and streamlined communication