[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Huge is a design and technology company that creates products and experiences for ambitious brands. As a Customer Success Manager, you will ensure clients achieve their business goals through effective support and communication, managing multiple accounts and leading cross-functional teams.

Responsibilities

• 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
• 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 required
• Ability to manage multiple workstreams in parallel required
• Strong understanding of agile development process, preferred

Skills

• Strong communication skills, both written and verbal required
• Ability to manage multiple workstreams in parallel required
• 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
• 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
• Strong understanding of agile development process, preferred
• Familiarity with agile methodologies and working in cross-functional teams

Company Overview