Senior Customer Success Manager

Posh • New York, NY

37d • Onsite

About The Position

As a Senior Customer Success Manager, you’ll help Posh’s top organizers scale their communities and businesses. You’ll run a data-informed book of business, drive feature adoption and overall retention, while owning Customer Success projects that improve the team’s performance and Posh’s broader customer experience. This is a strategic, high-touch role that requires strong judgment, excellent communication, and high agency. This role will be based in our NYC SOHO office and required 5 days a week in office.

Requirements

• 4+ years in a Customer Success role
• Direct experience managing a book of business
• High agency, high pace, and bias toward action; you operate with urgency and autonomy
• Strong cross-functional communication (Success works closely with Sales, Support, Product, Community, and more!)
• High data comfort: segmentation, interpreting trends, and using data to influence organizer decisions
• Willingness to go deep with customers and solve real business problems
• A love of IRL experiences and want to help organizers create them

Responsibilities

• Manage a High-Value Book: Support 100–200 top organizers through high-touch communication (text and email) to stay proactive, understand needs, and influence outcomes across your entire portfolio.
• Drive Organizer Growth: Act as a strategic partner and business consultant, giving organizers the resources and guidance they need to scale their events and communities profitably.
• Onboard & Activate Organizers: Build strong early relationships, drive product adoption, and guide new organizers from first event to first ticket sale.
• Retain & Expand Accounts: Identify potential account risks early, intervene quickly, and help organizers deepen their engagement with Posh.
• Prioritize With Data: Segment your book, spot trends, and direct your time toward the organizers and actions that create the most impact.
• Turn Insights Into Action: Surface organizer feedback, influence product decisions, and improve the platform experience through clear recommendations.
• Build Better Processes: Own internal Customer Success projects that improve workflows, processes, and the customer experience as we scale.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees