Huge · 4 hours ago
Senior Customer Success Manager
United States
Full-time
Remote
Mid, Senior Level
$80K/yr - $105K/yr
3+ years expHuge is a design and technology company that creates products and experiences for ambitious brands. As a Senior Customer Success Manager, you will ensure clients achieve their business goals through seamless support, manage multiple client accounts, and lead cross-functional teams to drive satisfaction and growth.
Management Consulting
Responsibilities
Create and deliver weekly status reports
Contribute to contract renewal process including drafting initial document, management of key dates, and understanding of scope of required client support
Understand client business goals, objectives, challenges, and unmet support needs to provide sound recommendations on cross-sell and upsell opportunities
Lead client kickoff workshops and new client onboarding sessions
Serve as first point of escalation for all client issues
Strong communication skills, both written and verbal
Ability to manage multiple workstreams in parallel Strong understanding of agile development process, preferred
Manage daily client communications via email and virtual meetings
Manage day-to-day operations of the support team including:
Overseeing support ticket lifecycle from client submission to completion
Prioritization of tickets assigned to delivery team members
Management of release calendar per client account
Led monthly backlog grooming sessions to confirm scope/priority per client account
Oversee the on-call schedule
Manage all communications during Severity 1 and 2 after hours support situations
Monitor monthly hours burned per client account including:
Flagging when support team is nearing monthly hour max
Track client approval for overage hour spend
Qualification
Required
3–5 years of experience in a client-facing role such as Customer Success Manager, Account Manager, Project Manager, or Operations Manager
Experience supporting or working with digital platforms such as Adobe Experience Cloud, Salesforce, or Drupal
A background in digital marketing, web development, or technical support environments
Proven ability to manage multiple workstreams and client accounts simultaneously
Strong communication and presentation skills—both written and verbal
Comfortable working in a fast-paced, collaborative, and occasionally ambiguous environment
A proactive, solution-oriented mindset with a passion for helping clients succeed
Preferred
Strong understanding of agile development process
Familiarity with agile methodologies and working in cross-functional teams
Company
Huge
We are a design and technology company.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Mat Baxter
CEO
Brian Fletcher
Global Chief Technology Officer
Company data provided by crunchbase