Senior Customer Success Manager

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Oversee a portfolio of high-value customer accounts, ensuring ongoing value, engagement, and satisfaction.

• Lead the onboarding and training processes, creating walkthroughs and materials that foster early successes.

• Act as a strategic advisor, aligning services with customer objectives and measurable results.

• Develop and enhance scalable processes and SOPs utilizing tools such as HubSpot, Zapier, Slack, and scheduling platforms.

• Monitor customer health and implement retention strategies using CRM data and qualitative insights.

• Collaborate with production, operations, and leadership teams to guarantee seamless service delivery and ongoing improvement.

• Conduct regular check-ins, strategy assessments, and performance updates to ensure alignment.

• Gather testimonials, referrals, and social proof to bolster customer advocacy.

• Handle challenging conversations with professionalism and empathy.

• Mentor junior Customer Success Managers and aid in establishing best practices as the team expands.

⛳️ Requirements

• Experience in customer success, account management, or consulting, preferably within a digital services or content industry.

• Proven history of managing more than 10 accounts or projects independently.

• Proficient with CRM platforms (HubSpot, Go High Level) and automation and task management tools.

• Exceptional communication skills across calls, video conferencing, and asynchronous platforms.

• Familiarity with Slack, Calendly, and Zapier in a remote-first workplace.

• Detail-oriented and process-focused with a strong capability to manage expectations.

• Metrics-driven mindset with an ability to identify opportunities and foster improvement.

• Bonus: Knowledge of podcast production, content marketing, or onboarding within a media context.

• Must be available to work full-time during U.S. Eastern Time Zone hours.

🏝️ Benefits

• High-ownership role with a direct influence on customer success and business growth.

• Collaborative and supportive environment where your ideas and initiative are appreciated.

• Opportunity to help scale a customer success function within a mission-driven, content-focused brand.

• Remote-first culture with effective tools and streamlined communication.