[Hiring] Senior Customer Success Manager @Entrepreneur Cooperative

Role Description

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.

• 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.

Qualifications

• 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.

Requirements

• 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.

Benefits

• 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.