Senior Customer Success Manager

Senior Customer Success ManagerJoin 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.As a Senior Customer Success Manager at Modulate, you'll be the bridge between our customers and our internal teams. Your work will directly impact:The success of our enterprise customers' initiatives across several industriesAdoption and expanded use of Modulate's products through data-driven insights and tailored strategiesThe customer experience, by ensuring issues are resolved quickly and long-term goals are metThe future of Modulate's Customer Success team, by shaping best practices and influencing product directionWhat You'll Do: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 planningProvide an excellent customer experience for all customers reaching out for help with ToxMod or VelmaOwn renewals for your portfolio (partnering with Account Executives for the largest deals) and ensure customers see continuous value that makes renewal a clear decisionDrive feature adoption across your accounts, acting as a strategic partner to help customers expand their use of Modulate's productsLead trials and proof of concept projects alongside Account Executives to ensure prospects realize the full value of Modulate productsBecome 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 needsBuild and customize presentations, providing updates and progress reports to both customer and internal stakeholdersPartner with Modulate's data analytics and business operations teams to extract insights and deliver data-informed recommendationsWhat We're Looking For: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 architectureDemonstrated 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.Ability to build compelling, data-driven presentations for external audiencesBonus Points For:Experience with REST APIsTechnical training experience, including creating or delivering technical onboarding, enablement, or training programsExperience negotiating and managing enterprise- or partner-level contractsPrior startup experience (especially in the early stages of the company)Willingness to travel 1-2 times a year for client visits or industry eventsBenefitsAt Modulate, we prioritize people and sustainability—because doing great work requires feeling supported and safe. Some of our key benefits include:Competitive salary + equityFull health, dental, and vision coverageFlexible PTO, with a strong culture of taking itWeekly team lunches with dietary accommodationsHybrid work: core in-office days with flexible remote optionsRegular leadership and industry learning sessionsSupport for career development and continued learningA deeply inclusive, human-centered culturePay TransparencyModulate believes in transparency as a cornerstone of equity and trust. Compensation for this role is based on seniority, skills, and experience.Salary: $128,000 OTEEquity: OfferedOther perks: Full benefits, flexible PTO, professional growth resourcesAbout ModulateModulate is on a mission to make voice a force for good online. Our tools help communities thrive by proactively detecting toxic behavior, protecting user identity, and empowering safety teams. We're trusted by leaders in gaming and beyond—and we're growing fast.We believe that great cultures don't just happen. That's why we've built a foundation of intentional systems: from bias-reducing hiring practices to transparent pay to tools that help teams collaborate across communication styles. At Modulate, we treat people like people—and we're building technology that does the same.Ready to join us?Apply here or reach out directly—we're excited to meet you.A quick note as you apply:For the questions "Your fit for the role," "Your values/goals," and "Why Modulate?" on our application form, we kindly ask that you focus your responses on experiences and motivations that directly relate to the role. Please avoid including details that would reveal protected demographic information (such as race, age, gender, ethnicity, or sexual orientation), as we strive to assess all candidates equitably and without bias.We also want to hear your authentic voice. While it can be helpful to use tools to support your thinking, we ask that your responses reflect your own perspective. Applications with significant overlap or duplication from other submissions will not be considered. Venturefizz Product Management Community