Senior Customer Success Manager

Are you energized by finding elegant solutions to tricky problems of all forms? Excited about using AI for good (seriously!) and protecting people from harm in online spaces? Interested in being a true partner to professionals who are trying to deliver stellar experiences for their users? Unrelenting in your pursuit of personal growth? … If your answer is “Yes!” - keep reading!

Modulate is looking for an experienced Customer Success Manager (CSM) to join the Business Development team to work with our largest customers, managing a portfolio that includes AAA game studios and Enterprise accounts ($1M+ in revenue). 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 through the lens of Trust & Safety. Customer Success Managers report to the Director of Customer Success and collaborate closely with their fellow CSMs, Data Analysts, and BD ops, with additional support from sales, marketing, and our growing solutions engineering function. 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.

This role blends hands-on account management and issue triage with strategic planning, such as coordinating co-marketing initiatives and leading quarterly business reviews. It is primarily external-facing, with regular collaboration across internal teams. Success is measured regularly, and is based on KPIs like customer retention, customer health, and net dollar retention. In your first six months, you’ll ramp up on Modulate’s products, begin managing smaller accounts, progressively take ownership of strategic enterprise relationships, and have the opportunity to help us shape best practices as we expand into new markets.

Specifically, you will:

• 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
• Become an expert in Modulate’s products and a trusted advisor to our customers, educating customers on the features that will drive value for their teams. Our products are built on a flexible and technically rich platform balancing the cutting edge of artificial intelligence with a practical focus on predictability and compliance - candidates should expect a steep and rewarding learning curve
• Collaborate closely with Modulate’s sales, product, and technical teams to ensure a seamless onboarding process for enterprise clients and ongoing support for their evolving needs
• Drive product adoption and expansion within accounts, identifying opportunities to maximize value for our customers with new features and capabilities
• Act as the primary point of contact for issue resolution, escalations, and strategic discussions, maintaining a proactive and responsive approach to customer requests
• 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

Desired qualifications:

• Multiple years of relevant experience, preferably 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 / executives.
• Familiarity with enterprise software solutions and technologies, with enough technical skills to enable effective discussions around product integrations 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.
• Advanced knowledge of Excel/Sheets/Slides with a good eye for design

Nice-to-haves:

• Previous experience in managing enterprise-level contracts and negotiations
• Startup experience (specifically in the early stages of the company)
• Ability to travel 3-4 times per year to visit clients (based on customer preference) and 1-2 additional times per year to represent Modulate at various industry events/conferences.

NOTE for the questions "Your fit for the role", "Your values/goals", and "Why Modulate?" on the following form:

Please avoid disclosing any details which would directly reveal your race, age, gender, ethnicity, sexual orientation, or other protected demographic status. We are only looking for information which directly relates to your ability to succeed in the given role. For this same reason, resumes will be redacted before review during the initial steps of the hiring process, as it’s been shown that resumes often lead to strong biases in hiring processes.

Additionally, we want to hear from YOU! While we understand the convenience of productivity tools and generative AI to help apply, please note that any submissions with substantial overlap or duplication with other applicant profiles will NOT be considered.