# Senior Customer Success Manager

**Company:** [Posh](https://hotfix.jobs/companies/posh)
**Location:** New York, NY
**Role:** Customer Success
**Salary:** $130k – $160k/yr
**Experience:** 5+ years
**Skills:** Customer Success, Account Management, Strategic Partnerships, QBRs, success planning, churn mitigation, product adoption, account expansion, Analytics, planhat, artificial intelligence, Automation, Cross-Functional Collaboration
**Posted:** 2026-08-14

> 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.

## Job Description

## 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.

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