Senior Customer Success Manager

Job description

ABOUT POSH We are all social creatures, but the dominant “social” companies today have evolved into digital loneliness machines, driving isolation, anxiety, and mental health challenges around the world. Human connection is lost. Posh is a beacon guiding us back. Posh enables anyone to build an IRL community based on shared interests, while connecting consumers with the communities of people just like them. Founded by event organizers who were frustrated with the growing loneliness epidemic and the tools available to build their own event brand, we’ve built the ultimate platform for launching, monetizing, and finding IRL communities of people just like you. In just 6 years, Posh has grown to a team of 70, expanded to 8M+ users, secured $70m in venture funding, and facilitated over $350M in transactions. ABOUT THE ROLE Posh is hiring a Senior Customer Success Manager to own and grow relationships with 100–150 of our highest-value event organizers, including businesses generating or projected to generate $100K+ in annual GMV. This is not a support role. You’ll be a strategic growth partner to some of the most ambitious organizers on Posh, helping them get more value from the platform, grow ticket sales, expand into new markets, and build stronger businesses. You’ll own the customer journey from onboarding through long-term success: leading strategic business reviews, building success plans, driving product adoption, identifying churn risk, and uncovering expansion opportunities. Your north star is simple: our organizers should be more successful because they work with you. You’ll be accountable for: - Net Revenue Retention across your book of business - Customer retention and churn mitigation - Adoption of strategic and revenue-driving products - Customer growth and long-term platform value - Qualified expansion opportunities surfaced to Account Management WHAT YOU’LL LEARN & ACHIEVE - Own and grow a strategic book of business of 100–150 high-value organizers, building trusted relationships from day-to-day operators to senior leaders - Lead the customer journey from onboarding through QBRs and ongoing success planning, aligning on goals, growth strategies, and measurable outcomes - Help organizers scale their businesses by growing ticket sales, expanding into new markets, and identifying new ways to get more value from Posh - Drive product adoption and value realization by connecting revenue-generating and high-value Posh features to each organizer’s business goals - Use data to stay proactive, identifying growth opportunities, engagement priorities, churn risk, and the right retention strategies before issues escalate - Identify expansion opportunities across your book and partner with Account Managers on upsell and cross-sell opportunities - Champion the customer voice internally, partnering with Product, Sales, Engineering, and Support to surface insights and improve the organizer experience - Help build the Customer Success playbook by turning successful organizer strategies into repeatable best practices and improving the systems and processes we use as we scale ABOUT YOU You’re equal parts customer advocate, growth strategist, and operator. You care less about activity for activity’s sake and more about whether your customers are actually growing. You bring: - 3+ years of experience in Customer Success, Account Management, strategic partnerships, or a similar customer-facing role - A track record of driving adoption, retention, renewals, and expansion across a meaningful book of business - Experience leading onboarding, QBRs, success plans, and strategic conversations with multiple stakeholders - A commercial, consultative mindset with the ability to connect product capabilities to measurable customer outcomes - Strong instincts around churn risk, account prioritization, and expansion opportunities, using data to guide where you focus - Excellent relationship-building and cross-functional skills, with the ability to earn trust internally and with customers - High ownership and organization: you can manage a large book without letting important opportunities fall through the cracks - Comfort operating in a fast-moving environment and using tools like Planhat, analytics platforms, AI, and automation to work smarter BONUS POINTS - You have experience working with event organizers, creators, marketplaces, ticketing platforms, or community-led businesses - You have personally helped customers expand into new markets, launch new revenue streams, or scale their businesses - You understand event economics and can speak credibly about ticket pricing, promotion, audience growth, and event strategy - You genuinely love events and the people crazy enough to build their lives around bringing people together WHY YOU’LL LOVE IT HERE You’ll work directly with some of the most ambitious event organizers and community builders in the country. You won’t simply be teaching customers how to use software. You’ll be helping entrepreneurs build larger audiences, launch new markets, generate more revenue, and create businesses around bringing people together in real life. You’ll also have the opportunity to shape what Customer Success at Posh becomes. We’re building a team that goes beyond reactive account management. Our goal is to create a world-class Customer Success organization that deeply understands our customers, proactively drives outcomes, and becomes one of Posh’s strongest engines for retention and growth. If you want to own meaningful customer relationships, operate close to revenue, and help build the playbook rather than inherit one, we’d love to meet you. Posh provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Posh is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. Please let us know if you need assistance or accommodation due to a disability