Hire Hangar is seeking a Senior Customer Success Manager to lead client relationships in our content-driven, service-focused environment. You will own the entire customer journey from onboarding through retention and advocacy, serving as both a strategic advisor and operational leader to help customers succeed.

What You'll 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're Looking For

4+ years of experience in customer success, account management, or consulting.
Proven track record managing 10+ accounts or projects independently.
Proficiency with CRM platforms (HubSpot, Go High Level), plus automation and task management tools.
Excellent communication 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.
Must be available to work full-time during U.S. Eastern Time Zone hours.

Nice to Have

Experience preferably in a digital services or content business.
Familiarity with podcast production, content marketing, or onboarding in a media context.