Senior Customer Success Manager
WFA Digital Insight
The demand for skilled customer success managers has surged 25% in the past year, driven by the rapid growth of remote businesses. As companies prioritize customer experience, professionals with expertise in HubSpot, Excel, and CRM platforms are in high demand. Hire Hangar stands out for its innovative approach to customer success, and this role offers a unique chance to build a long-term remote career. Before applying, candidates should be prepared to showcase their strategic advising skills, process-driven mindset, and experience with scalable systems.
Job Description
About the Role
The Senior Customer Success Manager position at Hire Hangar is a high-impact role that requires a strategic advisor, operational leader, and problem-solver to help customers succeed. As a key member of the team, you will own the entire customer journey, from onboarding and activation to retention, growth, and advocacy. Your expertise in HubSpot, Excel, and CRM platforms will be essential in driving customer success. You will work closely with the executive leadership team and collaborate with production, ops, and other departments to ensure smooth service delivery.The role is based on EST hours, Monday to Friday, 9AM-6PM, and you will be working remotely with a talented team of professionals. If you thrive in fast-paced, tech-enabled teams and are passionate about delivering exceptional customer experiences, this role could be your next big move.
What You Will Do
- Manage a portfolio of high-value customer accounts, ensuring consistent value, engagement, and satisfaction
- Lead onboarding and training, building walkthroughs and materials that drive early wins
- Serve as a strategic advisor, aligning services with customer goals and measurable outcomes
- Design and refine scalable processes and SOPs using tools like HubSpot, Zapier, Slack, and scheduling platforms
- Monitor customer health and deploy retention strategies using CRM data and qualitative insights
- Collaborate with production, ops, and leadership to ensure smooth service delivery and continuous improvement
- Conduct regular check-ins, strategy reviews, and performance updates to maintain alignment
- Capture testimonials, referrals, and social proof to support customer advocacy
- Navigate difficult conversations with professionalism and empathy
- Mentor junior CSMs and contribute to building best practices as the team grows
What We Are Looking For
- Experience in customer success, account management, or consulting, preferably in a digital services or content business
- Proven track record managing 10+ accounts or projects independently
- Proficiency with CRM platforms, such as HubSpot, and automation and task management tools
- Excellent communication skills across calls, video, and async platforms
- Experience with Slack, Calendly, Zapier in a remote-first environment
- Detail-oriented and process-driven with a strong ability to manage expectations
- Metrics-focused mindset with a knack for identifying opportunities and driving improvement
- Familiarity with podcast production, content marketing, or onboarding in a media context is a plus
Nice to Have
- Experience with data analysis and visualization tools
- Knowledge of sales and marketing principles
- Certification in customer success or a related field
Benefits and Perks
- High-ownership position with direct impact on customer success and business growth
- Collaborative, supportive environment where your ideas and initiative are valued
- Chance to help scale a customer success function within a mission-driven, content-focused brand
- Remote-first culture with smart tools and streamlined communication
- Opportunities for professional growth and development
- Competitive compensation and benefits package
- Flexible working hours and work-life balance
How to Stand Out
- Showcase your expertise in HubSpot, Excel, and CRM platforms by providing specific examples of how you have used these tools to drive customer success.
- Demonstrate your ability to navigate difficult conversations with professionalism and empathy by describing a time when you had to handle a challenging customer situation.
- Highlight your experience with scalable systems and processes by explaining how you have designed and refined SOPs in previous roles.
- Develop a strong understanding of the company's mission and values to show your passion for the industry and the role.
- Prepare to talk about your experience with data analysis and visualization tools, even if it's not a direct requirement, to demonstrate your ability to drive business growth.
- Be ready to provide specific examples of how you have driven customer success and growth in previous roles.
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