Senior Customer Success Manager

Location: This position is remote within the United States.

Our managed service practice is a virtual operations team that provides end-to-end support for our clients so that they can achieve their business outcomes 24/7. Our support capabilities span the Adobe, Salesforce, and other platforms from technical development perspectives as well as integrated marketing.  ​
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Our team make-up is diverse, including customer success managers, technical leads, developers, analysts across business, technology, and testing, as well as integrated marketing specialists.  Our team members work across multiple client projects at once requiring them to have strong organization and communication skills.  Every problem that comes our way is unique, requiring our team members to have an analytical mind, a passion for problem solving, and a willingness to jump in to support fellow team members.  

As a Senior Customer Success Manager, you’ll play a pivotal role in ensuring our clients achieve their business goals through seamless, end-to-end support. You’ll serve as a trusted partner, managing multiple client accounts, leading cross-functional teams, and proactively solving challenges to drive both satisfaction and growth. This is a hands-on, high-impact role for someone who thrives in a fast-paced, collaborative environment and is passionate about delivering exceptional client experiences.

What you'll do  

• 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  

What we're looking for

• 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
• Familiarity with agile methodologies and working in cross-functional teams
• 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

This role is currently not available for hire or work in New Mexico, and Hawaii, USA.

About Huge

Huge is a design and technology company. We create products and experiences that grow the world’s most ambitious brands. We do this by designing experiences for people, not users, and uncovering new sources of growth by leveraging our creative talent, our proprietary platform LIVE and unlocking the advantages brought to us by emerging technologies. We believe all experiences should be intelligent, shoppable and unique to every brand.

Huge’s nearly 1,000 thinkers, tinkerers, makers and creators, have been problem-solving across North America, Europe, and Latin America for over 25 years. Interested? You’ll find more information at www.hugeinc.com.

Huge is committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, disability, or if you’re parenting the next generation of innovators, we firmly believe that our work is at its best when everyone feels free to be their most authentic self.

Huge is an equal opportunity employer (EOE). We strongly support diversity in the workforce. We are committed to an inclusive, barrier-free recruitment and selection process and work environment. If you are contacted for a job opportunity, please advise us of any accommodation needed to ensure you have access to a fair and equitable process. Any information received relating to accommodation will be addressed confidentially.

Workers shall not be required to pay employers’ or agents’ recruitment fees or other related fees for their employment. If any such fees are found to have been paid by workers, such fees shall be repaid to the worker.

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