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PoshPoshNew York, NY

Senior Customer Success Manager

Own strategic relationships with 100–150 high-value event organizers, driving onboarding, product adoption, retention, and expansion. The role requires at least three years of customer-facing experience, a commercial mindset, and strong ability to use data to improve customer outcomes.

130k – 160k/yr
On-site5+ YOECustomer Success

About the role

Responsibilities

  • Own and grow a strategic book of business of 100–150 high-value event organizers.
  • Build trusted relationships with day-to-day operators and senior leaders.
  • Lead the customer journey from onboarding through QBRs and ongoing success planning.
  • Align customer goals, growth strategies, and measurable outcomes.
  • Help organizers grow ticket sales, expand into new markets, and increase platform value.
  • Drive adoption and value realization of revenue-generating and high-value product features.
  • Use data to identify growth opportunities, engagement priorities, churn risk, and retention strategies.
  • Identify expansion opportunities and partner with Account Managers on upsell and cross-sell opportunities.
  • Champion the customer voice internally with Product, Sales, Engineering, and Support.
  • Help build the Customer Success playbook and improve systems and processes.

Requirements

  • 3+ years of experience in Customer Success, Account Management, strategic partnerships, or a similar customer-facing role.
  • Track record of driving adoption, retention, renewals, and expansion across a meaningful book of business.
  • Experience leading onboarding, QBRs, success plans, and strategic conversations with multiple stakeholders.
  • Commercial, consultative mindset with the ability to connect product capabilities to measurable customer outcomes.
  • Strong judgment around churn risk, account prioritization, and expansion opportunities.
  • Excellent relationship-building and cross-functional skills.
  • Strong ownership and organization while managing a large book of business.
  • Comfort working in a fast-moving environment.
  • Experience using tools such as Planhat, analytics platforms, AI, and automation.

Nice-to-haves

  • Experience working with event organizers, creators, marketplaces, ticketing platforms, or community-led businesses.
  • Experience helping customers expand into new markets, launch new revenue streams, or scale their businesses.
  • Understanding of event economics, including ticket pricing, promotion, audience growth, and event strategy.
  • Passion for events and community building.

Skills

Customer SuccessAccount ManagementStrategic PartnershipsQBRssuccess planningchurn mitigationproduct adoptionaccount expansionAnalyticsplanhatartificial intelligenceAutomationCross-Functional Collaboration

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