[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