Overview
Senior Customer Success Manager (Podcasts) Jobs in Home Based at Growth Troops
Job Title: Senior Customer Success Manager
Location: Remote (must be available Monday–Friday, 9AM–6PM EST)
Position Type: Full-Time
Reports To: Executive Leadership
Overview:
The Senior Customer Success Manager plays a pivotal role in overseeing the long-term satisfaction, retention, and success of customers in a content-focused, service-driven environment. This individual is both a strategic partner and operational lead—responsible for owning the full customer lifecycle from onboarding and activation to growth and advocacy. They are skilled in creating and refining processes, managing complex relationships, and proactively identifying opportunities to add value at every touchpoint. Working cross-functionally with production, operations, and leadership teams, the Senior Customer Success Manager ensures that service delivery aligns tightly with customer goals, while also building scalable systems that elevate the entire customer experience. This role is best suited for someone with strong interpersonal intelligence, deep experience in tech-enabled account support, and a passion for solving problems with clarity and structure.
Key Responsibilities:
Own and manage a portfolio of high-value customer accounts, ensuring proactive communication, timely delivery, and consistent value delivery
Lead onboarding, training, and enablement efforts, creating materials and walkthroughs that drive early adoption and success
Act as the strategic advisor for each customer, identifying their business goals and tailoring services to support measurable outcomes
Develop and refine scalable processes and SOPs for customer touchpoints using tools like HubSpot, Zapier, Slack, and scheduling platforms
Monitor customer health using CRM metrics and qualitative signals, flagging risks early and deploying retention strategies where needed
Collaborate with internal teams to coordinate service delivery, triage issues, and implement continuous feedback loops into operations
Deliver regular check-ins, strategy sessions, and performance updates to maintain transparency and alignment with customer expectations
Proactively gather testimonials and referrals, helping to drive advocacy and grow the customer base through earned trust and social proof
Handle difficult conversations with empathy and assertiveness—whether with internal team members or customers—while maintaining positive outcomes
Support the training of junior CSMs and help define best practices for scale as the function matures
Qualifications:
4+ years of experience in a customer success, account management, or consulting role, ideally within a digital service or content-driven business
Demonstrated ability to manage 10+ simultaneous accounts or projects with minimal oversight
Fluency in CRM tools such as HubSpot or Go High Level, with experience in workflow automation, reporting, and task management
Confident communicator across platforms—calls, video, async—able to synthesize and present information clearly and persuasively
Experience working with Slack, Calendly, and Zapier in a remote-first, fast-paced setting
Exceptional attention to detail, process-minded thinking, and ability to manage expectations diplomatically
A proactive, metrics-driven mindset with a commitment to improving systems, solving problems, and creating value
Familiarity with podcast production, content marketing, or customer onboarding in a media environment is a strong plus
Must be available to work during U.S. Eastern Time Zone business hours
Title: Senior Customer Success Manager (Podcasts)
Company: Growth Troops
Location: Home Based
Category:
