Senior Customer Success Manager

PLEASE SUBMIT YOUR CV IN ENGLISH** Location: United States Preferred Work Arrangement: Fully Remote Employment Type: Full-Time Industry: Digital Marketing / Professional Services Compensation: $8,000 USD per month Schedule: Full-Time | U.S. business hours About The Company Our client is a fast-growing U.S.-based digital marketing company helping local and home service businesses generate qualified leads, strengthen their online presence, and grow through innovative organic marketing strategies. The company operates in a high-growth, performance-driven environment where strong client relationships, responsiveness, accountability, and measurable results are central to long-term success. As the organization continues to scale, it is investing in building a high-performing Customer Success function focused on retention, customer experience, and long-term partnerships. About The Role We are seeking an experienced, highly engaging Senior Customer Success Manager to own key client relationships, strengthen retention, and help develop a high-performing Customer Success organization. This is a highly client-facing leadership role for someone who naturally builds strong relationships, brings positive energy to every interaction, and understands how to keep customers engaged, satisfied, and successful. The ideal candidate combines excellent relationship-building skills with a proven track record of customer retention, account ownership, and people management. We are looking for someone who can build trust quickly, handle difficult conversations confidently, identify risks early, and create an exceptional customer experience while helping lead and develop the Customer Success team. What You’ll Do Own and strengthen relationships with key customersServe as a trusted point of contact throughout the customer lifecycleConduct regular customer check-ins and strategic conversationsProactively identify customer needs, challenges, risks, and opportunitiesDrive customer satisfaction, engagement, retention, and long-term relationshipsIdentify at-risk accounts early and develop proactive retention strategiesManage escalations professionally and work toward positive outcomesDevelop strong relationships with business owners and senior customer stakeholdersTrack customer health, engagement, retention, renewals, and other relevant performance indicatorsIdentify opportunities to improve the overall customer experienceManage, coach, and support members of the Customer Success teamEstablish clear expectations, processes, accountability, and performance standardsHelp develop team members into stronger client-facing professionalsCollaborate closely with Sales, Operations, Marketing, and company leadershipImprove onboarding, communication, retention, and Customer Success processesProvide customer feedback and insights to internal teamsHelp develop scalable systems as the customer base continues to grow Qualifications Required Significant experience in Customer Success, Account Management, Client Services, or another highly client-facing functionProven track record of retaining customers and maintaining strong long-term client relationshipsPrevious experience managing, coaching, or developing a teamExcellent verbal and written communication skillsStrong executive and client-facing presenceExperience managing customer escalations and difficult conversationsStrong understanding of customer retention and relationship managementAbility to identify customer risks before they become larger issuesHighly organized with excellent follow-throughStrong problem-solving and decision-making skillsComfortable managing multiple client relationships simultaneouslyAbility to operate effectively in a fast-moving, growing organization Preferred Experience working in a high-growth or entrepreneurial companyExperience managing customer retention, renewal, churn, or customer-health metricsExperience building or improving Customer Success processesExperience working directly with business owners, executives, or senior-level customersExperience within digital marketing, professional services, agencies, or another service-based businessExperience managing a portfolio of recurring-revenue customersExperience improving customer onboarding and lifecycle processes What We’re Looking For We are looking for someone who is: Highly engaging: You naturally connect with people and build rapport quicklyHigh-energy: You bring enthusiasm and positive momentum to client interactionsRelationship-driven: You care deeply about building long-term customer partnershipsProactive: You identify risks and opportunities before customers need to raise themSolutions-oriented: You focus on finding practical paths forward when challenges ariseConfident: You are comfortable leading conversations with customers and internal stakeholdersPersonable: Customers genuinely enjoy working with youAccountable: You take ownership of customer outcomes and follow through consistentlyCalm under pressure: You can handle escalations and difficult conversations professionallyLeadership-oriented: You enjoy coaching others and helping build a stronger teamCommercially aware: You understand how customer retention impacts growth and long-term business performance How Success Is Measured Success in this role will be measured through: Customer retention and renewal performanceReduction in customer churnCustomer satisfaction and engagementHealth and stability of key customer relationshipsAbility to identify and recover at-risk accountsEffectiveness in managing customer escalationsCustomer Success team performance and developmentQuality and consistency of customer communicationImprovement of Customer Success processes and systemsAbility to build strong, long-term relationships with customers Why Join Us Own high-impact relationships within a growing U.S. organizationWork directly with customers, business owners, and company leadershipHelp shape and improve the Customer Success functionPlay a meaningful role in improving retention and customer experienceLead and develop a growing Customer Success teamJoin a fast-moving, entrepreneurial organization that values initiative and accountabilityGrow into broader Customer Success leadership responsibilities as the company continues to scale Growth Opportunity Internal promotion is an important part of the company's culture. High-performing team members are encouraged to expand their responsibilities, develop new skills, build teams, and pursue broader leadership opportunities as the organization grows. The successful candidate should be excited about developing into a larger Customer Success leadership role over time. This is a remote/telecommute position. Powered by JazzHR yZx3o5qV6m