Customer Success Manager

Posh • New York, NY

8d • $130,000 - $160,000

About The Position

Posh is hiring a Senior Customer Success Manager to own and grow relationships with 100–150 of our highest-value event organizers, including businesses generating or projected to generate $100K+ in annual GMV. This is not a support role. You’ll be a strategic growth partner to some of the most ambitious organizers on Posh, helping them get more value from the platform, grow ticket sales, expand into new markets, and build stronger businesses. You’ll own the customer journey from onboarding through long-term success: leading strategic business reviews, building success plans, driving product adoption, identifying churn risk, and uncovering expansion opportunities. Your north star is simple: our organizers should be more successful because they work with you. You’ll be accountable for Net Revenue Retention across your book of business, Customer retention and churn mitigation, Adoption of strategic and revenue-driving products, Customer growth and long-term platform value, and Qualified expansion opportunities surfaced to Account Management. You’ll learn and achieve by owning and growing a strategic book of business of 100–150 high-value organizers, building trusted relationships from day-to-day operators to senior leaders. You will lead the customer journey from onboarding through QBRs and ongoing success planning, aligning on goals, growth strategies, and measurable outcomes. You will help organizers scale their businesses by growing ticket sales, expanding into new markets, and identifying new ways to get more value from Posh. You will drive product adoption and value realization by connecting revenue-generating and high-value Posh features to each organizer’s business goals. You will use data to stay proactive, identifying growth opportunities, engagement priorities, churn risk, and the right retention strategies before issues escalate. You will identify expansion opportunities across your book and partner with Account Managers on upsell and cross-sell opportunities. You will champion the customer voice internally, partnering with Product, Sales, Engineering, and Support to surface insights and improve the organizer experience. You will help build the Customer Success playbook by turning successful organizer strategies into repeatable best practices and improving the systems and processes we use as we scale.

Requirements

• 3+ years of experience in Customer Success, Account Management, strategic partnerships, or a similar customer-facing role
• A 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
• A commercial, consultative mindset with the ability to connect product capabilities to measurable customer outcomes
• Strong instincts around churn risk, account prioritization, and expansion opportunities, using data to guide where you focus
• Excellent relationship-building and cross-functional skills, with the ability to earn trust internally and with customers
• High ownership and organization: you can manage a large book without letting important opportunities fall through the cracks
• Comfort operating in a fast-moving environment and using tools like Planhat, analytics platforms, AI, and automation to work smarter

Nice To Haves

• Experience working with event organizers, creators, marketplaces, ticketing platforms, or community-led businesses
• You have personally helped customers expand into new markets, launch new revenue streams, or scale their businesses
• You understand event economics and can speak credibly about ticket pricing, promotion, audience growth, and event strategy
• You genuinely love events and the people crazy enough to build their lives around bringing people together

Responsibilities

• Own and grow a strategic book of business of 100–150 high-value organizers, building trusted relationships from day-to-day operators to senior leaders
• Lead the customer journey from onboarding through QBRs and ongoing success planning, aligning on goals, growth strategies, and measurable outcomes
• Help organizers scale their businesses by growing ticket sales, expanding into new markets, and identifying new ways to get more value from Posh
• Drive product adoption and value realization by connecting revenue-generating and high-value Posh features to each organizer’s business goals
• Use data to stay proactive, identifying growth opportunities, engagement priorities, churn risk, and the right retention strategies before issues escalate
• Identify expansion opportunities across your book and partner with Account Managers on upsell and cross-sell opportunities
• Champion the customer voice internally, partnering with Product, Sales, Engineering, and Support to surface insights and improve the organizer experience
• Help build the Customer Success playbook by turning successful organizer strategies into repeatable best practices and improving the systems and processes we use as we scale

Benefits

• Equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
• This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
• Posh is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. Please let us know if you need assistance or accommodation due to a disability.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed