Client Success Manager

Job description

# **About the Role** At Supporting Cast, we believe in the magic of podcasting. With a deep expertise in delivering private audio for major public subscriptions like NPR, SiriusXM, and *The Rest Is History*, Supporting Cast also brings podcasting inside leading companies to create informed, engaged, and delighted teams. Top companies use podcasting to meet their teams where they are: inside their favorite podcast apps. Major remote and hybrid employers use podcasts to make their leadership’s voices available to employees with a tap of a button. We balance that delightful employee listening experience with the security that our clients demand: We’re SOC 2 Certified and use SSO to let employees (*only* employees) hear these important messages. The **Client Success Manager** will work with internal communication leaders inside these innovative companies to make sure their podcasts and internal communication programs are the best in the world. This is a new role, and you will be the first person on this team. That will give you a lot of flexibility and opportunity at Supporting Cast to define and expand this function. You’ll guide new partners through onboarding, help them launch, and support their ongoing content. Along the way, you’ll gain unique insight into the role that private audio can play at top employers around the world. You’ll report to the GM of Internal Podcasting. ### What You'll Do - **Onboard internal podcasters**: You’ll guide them through setting up our software, recommended communication strategies, and how to drive podcast adoption. - **Proactively consult with clients:** You’ll drive employee audience adoption, share best practices, and inspire creative approaches to their pods and their internal communication. - **Become work besties with our clients:** Internal communication is all about building trust, and you’ll become a trusted colleague and adviser to our clients. - **Create and improve support resources:** You’ll work on FAQs, guides, and templates to help scale self-serve resources to make our clients’ lives easier. ### Must Haves - 1–3 years in customer success, account management, or employee engagement communications - Excellent written and verbal communication skills - Passion for the employee experience and pride in making our partners feel supported - A problem-solving mindset: resourceful, curious, and relentless on our clients’ behalf - A passion for the future of work: You want to make work more human and fundamentally better for employees - Comfort with remote work and common productivity tools (our stack: Google Suite, Slack, and Notion) - An interest in using A.I. tools to help scale a fast-growing company - A love for podcasts—you *get* why this makes so much sense for distributed teams ### Nice To Haves - Experience as customer success at a SaaS tool for HR or internal communications - Experience doing multi-channel internal comms either in-house or at an agency - Work experience at hybrid or remote companies with 1,000+ employees - Experience expanding accounts to other functions of an organization