Senior Customer Success Manager

Modulate•Somerville, MA

8d•Hybrid

About The Position

Join Modulate as we pioneer the future of conversational intelligence. Modulate is the leader in conversational voice intelligence. We enable enterprises to deeply understand how people communicate and take timely action based on those insights. Our products help detect harm, prevent fraud, and build safer, more trusted online and real-world voice environments. We are building a Conversation Intelligence Platform — APIs, workflows, and applications that bring voice understanding to customers at enterprise scale. We’re looking for a Senior Customer Success Manager to join the Business Development team to work with our largest customers, managing a portfolio of ToxMod and Velma accounts that includes high-growth and Enterprise accounts. The Customer Success team at Modulate blends professional services and support with technical expertise. We are the bridge between engineers, analysts, policy experts, and leadership, acting as trusted advisors to our customers as they consider budget and roadmap decisions. CSMs are change-makers at Modulate that have the autonomy and authority to create new processes, push for product changes, and guide our business development strategies. The CS team provides front-line customer support, owns renewals and feature adoption, and partners with sales on trials for deals requiring deep product expertise.

Requirements

4+ years of relevant experience, ideally in the tech or SaaS industry, with a proven track record of managing large, complex accounts ($1M-$5M).
Exceptional communication skills, adept at engaging with stakeholders across all levels, including senior leadership and executives .
Familiarity with enterprise software solutions and technologies, with enough technical fluency to enable effective discussions around product integrations, APIs, and solution architecture
Demonstrated success in identifying and capitalizing on growth opportunities within large enterprise accounts, driving expansions and renewals.
Experience collaborating with cross-functional teams, including sales, marketing, product, analytics, and engineering, to deliver exceptional value to customers.

Nice To Haves

Experience with REST APIs
Technical training experience, including creating or delivering technical onboarding, enablement, or training programs
Experience negotiating and managing enterprise- or partner-level contracts
Prior startup experience (especially in the early stages of the company)
Willingness to travel 1-2 times a year for client visits or industry events

Responsibilities

Own the end-to-end relationship with assigned accounts (typically 5–10), including 2–3 enterprise customers, guiding both day-to-day operations and long-term strategic planning
Provide an excellent customer experience for all customers reaching out for help with ToxMod or Velma
Own renewals for your portfolio (partnering with Account Executives for the largest deals) and ensure customers see continuous value that makes renewal a clear decision
Drive feature adoption across your accounts, acting as a strategic partner to help customers expand their use of Modulate’s products
Lead trials and proof of concept projects alongside Account Executives to ensure prospects realize the full value of Modulate products
Become an expert in Modulate’s products and a trusted advisor to customers, educating them on features that will drive value for their teams. Expect a steep and rewarding learning curve!
Collaborate closely with Modulate’s sales, product, and technical teams to ensure seamless onboarding for clients and ongoing support for evolving needs
Build and customize presentations, providing updates and progress reports to both customer and internal stakeholders
Partner with Modulate’s data analytics and business operations teams to extract insights and deliver data-informed recommendations