Senior Customer Success Manager
Growth Troops
Date: 20 hours ago
City: Cape Town, Western Cape
Contract type: Contractor
Remote
Remote | EST Hours (Mon–Fri, 9AM–6PM) | Full-Time | Reports to Executive Leadership
Are you a strategic, people-centric leader ready to elevate the customer journey from start to scale? We’re hiring a Senior Customer Success Manager to champion long-term relationships and drive meaningful outcomes for our clients in a fast-paced, content-driven environment.
In this high-impact role, you'll take ownership of the entire customer lifecycle—from onboarding and activation to retention, expansion, and advocacy. You’ll act as a trusted advisor, process optimizer, and mentor while designing scalable systems that deliver consistent client value.
If you’re tech-savvy, detail-oriented, and thrive in remote-first teams, we want to hear from you.
What You’ll Be Doing
Are you a strategic, people-centric leader ready to elevate the customer journey from start to scale? We’re hiring a Senior Customer Success Manager to champion long-term relationships and drive meaningful outcomes for our clients in a fast-paced, content-driven environment.
In this high-impact role, you'll take ownership of the entire customer lifecycle—from onboarding and activation to retention, expansion, and advocacy. You’ll act as a trusted advisor, process optimizer, and mentor while designing scalable systems that deliver consistent client value.
If you’re tech-savvy, detail-oriented, and thrive in remote-first teams, we want to hear from you.
What You’ll Be Doing
- Manage a portfolio of high-value client accounts, ensuring high engagement, satisfaction, and measurable success
- Lead onboarding and training experiences that create strong first impressions and early wins
- Serve as a strategic partner, aligning services with customer objectives and KPIs
- Develop and iterate on scalable workflows and SOPs using tools like HubSpot, Zapier, and Slack
- Monitor customer health via CRM insights and take proactive action to ensure retention and growth
- Partner with cross-functional teams to streamline service delivery and improve the overall experience
- Conduct regular check-ins, performance reviews, and strategic planning sessions with clients
- Source testimonials, referrals, and success stories to support customer marketing efforts
- Handle challenging client situations with empathy and professionalism
- Mentor junior CSMs and contribute to building a world-class customer success practice
- 4+ years of experience in Customer Success, Account Management, or Consulting—ideally in a digital services or content-focused business
- Proven success independently managing 10+ clients or projects
- Deep familiarity with CRM systems (HubSpot, Go High Level) and automation tools like Zapier
- Outstanding communication skills across calls, video, and async platforms
- Hands-on experience with Slack, Calendly, and other remote collaboration tools
- Process-driven mindset with strong attention to detail and a knack for setting expectations
- Data-savvy and results-oriented—able to spot trends, identify risks, and drive improvements
- Bonus: Experience with podcast production, content marketing, or onboarding in a media-centric context
- Must be available to work full-time during U.S. Eastern Time business hours
- High-ownership role with direct impact on client success and company growth
- A supportive, collaborative team that values initiative, innovation, and transparency
- Opportunity to scale a mission-driven customer success function from the ground up
- Remote-first culture powered by smart tools and streamlined communication
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