Customer Success Manager

HugeInc

2d • Remote

About The Position

Our managed service practice is a virtual operations team that provides end-to-end support for our clients so that they can achieve their business outcomes 24/7. Our support capabilities span platforms, including Salesforce, Adobe, and many others, from technical development perspectives as well as integrated marketing.

The team make-up is diverse including customer success managers, technical leads, developers, analysts across business, technology and testing as well as integrated marketing specialists. Our team members work across multiple client projects at once requiring them to have strong organization and communication skills. Every problem that comes our way is unique, requiring our team members to have an analytical mind, a passion for problem solving, and a willingness to jump in to support fellow team members.

As a Customer Success Manager, you’ll play a pivotal role in ensuring our clients achieve their business goals through seamless, end-to-end support. You’ll serve as a trusted partner, managing multiple client accounts, leading cross-functional teams, and proactively solving challenges to drive both satisfaction and growth. This is a hands-on, high-impact role for someone who thrives in a fast-paced, collaborative environment and is passionate about delivering exceptional client experiences.

Requirements

• 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
• Familiarity with agile methodologies and working in cross-functional teams
• 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

Nice To Haves

• Strong understanding of agile development process, preferred

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

Benefits

• Huge is committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, disability, or if you’re parenting the next generation of innovators, we firmly believe that our work is at its best when everyone feels free to be their most authentic self.
• Huge is an equal opportunity employer (EOE). We strongly support diversity in the workforce. We are committed to an inclusive, barrier-free recruitment and selection process and work environment. If you are contacted for a job opportunity, please advise us of any accommodation needed to ensure you have access to a fair and equitable process. Any information received relating to accommodation will be addressed confidentially.
• Workers shall not be required to pay employers’ or agents’ recruitment fees or other related fees for their employment. If any such fees are found to have been paid by workers, such fees shall be repaid to the worker.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees