Senior Customer Success Manager

Modulate; Somerville (MA); Hybrid; USD 110,000 - 147,000; Full time

Benefits offered by this job

Hybrid work options

Comprehensive benefits

Job summary

Modulate seeks a Senior Customer Success Manager to manage a portfolio of large accounts, including enterprise clients, bridging customers with sales, product, analytics, and engineering. You’ll drive renewals, adoption, and value, collaborating across teams to ensure success at scale.

You’ll lead trials, guide strategic planning, and craft data-driven presentations for executive audiences, shaping best practices and product direction as a trusted advisor.

Qualifications

• 4+ years of relevant experience in tech or SaaS, managing large, complex accounts ($1M–$5M).
• Exceptional communication with senior leadership and executives.
• Technical fluency for product integrations, APIs, and solution architecture.

Responsibilities

• Own end-to-end relationship with assigned accounts (5–10), including 2–3 enterprise customers.
• Provide excellent customer experience for all customers with ToxMod or Velma.
• Own renewals for your portfolio and ensure continued value.
• Drive feature adoption and expand product usage.
• Lead trials and PoCs with Account Executives.
• Educate customers on features and value; learn quickly.

Skills

Account management

Enterprise SaaS

Stakeholder communication

Cross-functional collaboration

Data-driven presentations

REST APIs

Tools

REST APIs

Job description

Join Modulate as we pioneer the future of conversational intelligence.

Modulate is the leader in conversational voice intelligence. We enable enterprises to deeply understand how people communicate and take timely action based on those insights. Our products help detect harm, prevent fraud, and build safer, more trusted online and real-world voice environments. We are building a Conversation Intelligence Platform — APIs, workflows, and applications that bring voice understanding to customers at enterprise scale.

We’re looking for a Senior Customer Success Manager to join the Business Development team to work with our largest customers, managing a portfolio of ToxMod and Velma accounts that includes high-growth and Enterprise accounts. The Customer Success team at Modulate blends professional services and support with technical expertise. We are the bridge between engineers, analysts, policy experts, and leadership, acting as trusted advisors to our customers as they consider budget and roadmap decisions. CSMs are change-makers at Modulate that have the autonomy and authority to create new processes, push for product changes, and guide our business development strategies. The CS team provides front-line customer support, owns renewals and feature adoption, and partners with sales on trials for deals requiring deep product expertise.

Your Impact

As a Senior Customer Success Manager at Modulate, you’ll be the bridge between our customers and our internal teams. Your work will directly impact:

• The success of our enterprise customers’ initiatives across several industries
• Adoption and expanded use of Modulate’s products through data-driven insights and tailored strategies
• The customer experience, by ensuring issues are resolved quickly and long-term goals are met
• The future of Modulate’s Customer Success team, by shaping best practices and influencing product direction

What You’ll Do

• Own the end-to-end relationship with assigned accounts (typically 5–10), including 2–3 enterprise customers, guiding both day-to-day operations and long-term strategic planning
• Provide an excellent customer experience for all customers reaching out for help with ToxMod or Velma
• Own renewals for your portfolio (partnering with Account Executives for the largest deals) and ensure customers see continuous value that makes renewal a clear decision
• Drive feature adoption across your accounts, acting as a strategic partner to help customers expand their use of Modulate’s products
• Lead trials and proof of concept projects alongside Account Executives to ensure prospects realize the full value of Modulate products
• Become an expert in Modulate’s products and a trusted advisor to customers, educating them on features that will drive value for their teams. Expect a steep and rewarding learning curve!
• Collaborate closely with Modulate’s sales, product, and technical teams to ensure seamless onboarding for clients and ongoing support for evolving needs
• Build and customize presentations, providing updates and progress reports to both customer and internal stakeholders
• Partner with Modulate’s data analytics and business operations teams to extract insights and deliver data-informed recommendations

What We’re Looking For

• 4+ years of relevant experience, ideally in the tech or SaaS industry, with a proven track record of managing large, complex accounts ($1M-$5M).
• Exceptional communication skills, adept at engaging with stakeholders across all levels, including senior leadership and executives .
• Familiarity with enterprise software solutions and technologies, with enough technical fluency to enable effective discussions around product integrations, APIs, and solution architecture
• Demonstrated success in identifying and capitalizing on growth opportunities within large enterprise accounts, driving expansions and renewals.
• Experience collaborating with cross-functional teams, including sales, marketing, product, analytics, and engineering, to deliver exceptional value to customers.
• Ability to build compelling, data-driven presentations for external audiences

Bonus Points For:

• Experience with REST APIs
• Technical training experience, including creating or delivering technical onboarding, enablement, or training programs
• Experience negotiating and managing enterprise- or partner-level contracts
• Prior startup experience (especially in the early stages of the company)
• Willingness to travel 1-2 times a year for client visits or industry events

Benefits

At Modulate, we prioritize people and sustainability—because doing great work requires feeling supported and safe. Some of our key benefits include:

• Competitive salary + equity
• Full health, dental, and vision coverage
• Flexible PTO, with a strong culture of taking it
• Weekly team lunches with dietary accommodations
• Hybrid work: core in-office days with flexible remote options
• Regular leadership and industry learning sessions
• Support for career development and continued learning
• A deeply inclusive, human-centered culture

Pay Transparency

Modulate believes in transparency as a cornerstone of equity and trust. Compensation for this role is based on seniority, skills, and experience.

Salary: $128,000 OTE

Equity: Offered

Other perks: Full benefits, flexible PTO, professional growth resources

About Modulate

Modulate is on a mission to make voice a force for good online. Our tools help communities thrive by proactively detecting toxic behavior, protecting user identity, and empowering safety teams. We’re trusted by leaders in gaming and beyond—and we’re growing fast.

We believe that great cultures don’t just happen. That’s why we’ve built a foundation of intentional systems: from bias-reducing hiring practices to transparent pay to tools that help teams collaborate across communication styles. At Modulate, we treat people like people—and we’re building technology that