Senior Customer Success Manager

Hire Emerald; United States; Remote; USD 76,000 - 103,000; Full time

Job summary

Hire Emerald, a fast-growing U.S.-based digital marketing company, is seeking an experienced Senior Customer Success Manager to own key client relationships and drive retention. This fully remote role reports to leadership and emphasizes proactive engagement, strategic conversations, and measurable outcomes.

You will lead a high-performing Customer Success team, mentor colleagues, and partner with executives to scale processes as the customer base grows.

Qualifications

• Significant experience in Customer Success or similar client-facing role.
• Proven track record of retaining customers and long-term relationships.
• Experience managing and developing a team.

Responsibilities

• Own and strengthen relationships with key customers.
• Serve as trusted contact throughout the customer lifecycle.
• Conduct regular customer check-ins and strategic conversations.
• Coach and develop Customer Success team.
• Identify risks and opportunities to improve retention and satisfaction.
• Collaborate with Sales, Operations, Marketing and leadership.

Skills

Customer relationships

Account management

Team leadership

Communication

Problem solving

Multi-tasking

Job description

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 customers.
• Serve as a trusted point of contact throughout the customer lifecycle.
• Conduct regular customer check-ins and strategic conversations.
• Proactively identify customer needs, challenges, risks, and opportunities.
• Drive customer satisfaction, engagement, retention, and long-term relationships.
• Identify at-risk accounts early and develop proactive retention strategies.
• Manage escalations professionally and work toward positive outcomes.
• Develop strong relationships with business owners and senior customer stakeholders.
• Track customer health, engagement, retention, renewals, and other relevant performance indicators.
• Identify opportunities to improve the overall customer experience.
• Manage, coach, and support members of the Customer Success team.
• Establish clear expectations, processes, accountability, and performance standards.
• Help develop team members into stronger client-facing professionals.
• Collaborate closely with Sales, Operations, Marketing, and company leadership.
• Improve onboarding, communication, retention, and Customer Success processes.
• Provide customer feedback and insights to internal teams.
• Help develop scalable systems as the customer base continues to grow.

Required

• Significant experience in Customer Success, Account Management, Client Services, or another highly client-facing function.
• Proven track record of retaining customers and maintaining strong long-term client relationships.
• Previous experience managing, coaching, or developing a team.
• Excellent verbal and written communication skills.
• Strong executive and client-facing presence.
• Experience managing customer escalations and difficult conversations.
• Strong understanding of customer retention and relationship management.
• Ability to identify customer risks before they become larger issues.
• Highly organized with excellent follow-through.
• Strong problem-solving and decision-making skills.
• Comfortable managing multiple client relationships simultaneously.
• Ability to operate effectively in a fast-moving, growing organization.

Preferred

• Experience working in a high-growth or entrepreneurial company.
• Experience managing customer retention, renewal, churn, or customer-health metrics.
• Experience building or improving Customer Success processes.
• Experience working directly with business owners, executives, or senior-level customers.
• Experience within digital marketing, professional services, agencies, or another service-based business.
• Experience managing a portfolio of recurring-revenue customers.
• Experience 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 quickly.
• High-energy: You bring enthusiasm and positive momentum to client interactions.
• Relationship-driven: You care deeply about building long-term customer partnerships.
• Proactive: You identify risks and opportunities before customers need to raise them.
• Solutions-oriented: You focus on finding practical paths forward when challenges arise.
• Confident: You are comfortable leading conversations with customers and internal stakeholders.
• Personable: Customers genuinely enjoy working with you.
• Accountable: You take ownership of customer outcomes and follow through consistently.
• Calm under pressure: You can handle escalations and difficult conversations professionally.
• Leadership-oriented: You enjoy coaching others and helping build a stronger team.
• Commercially 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 performance.
• Reduction in customer churn.
• Customer satisfaction and engagement.
• Health and stability of key customer relationships.
• Ability to identify and recover at-risk accounts.
• Effectiveness in managing customer escalations.
• Customer Success team performance and development.
• Quality and consistency of customer communication.
• Improvement of Customer Success processes and systems.
• Ability to build strong, long-term relationships with customers.

Why Join Us

• Own high-impact relationships within a growing U.S. organization.
• Work directly with customers, business owners, and company leadership.
• Help shape and improve the Customer Success function.
• Play a meaningful role in improving retention and customer experience.
• Lead and develop a growing Customer Success team.
• Join a fast-moving, entrepreneurial organization that values initiative and accountability.
• Grow 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.