Remote Customer Success Manager

Location: This position is remote within the United States.

About Managed Services.

Our managed service practice is a virtual operations team that provides end-to-end support for our clients so that they can achieve their business outcomes 24/7. Our support capabilities span platforms, including Salesforce, Adobe, and many others, from technical development perspectives as well as integrated marketing. ​

​The Role.

Our team make-up is diverse including customer success managers, technical leads, developers, analysts across business, technology and testing as well as integrated marketing specialists. Our team members work across multiple client projects at once requiring them to have strong organization and communication skills. Every problem that comes our way is unique, requiring our team members to have an analytical mind, a passion for problem solving, and a willingness to jump in to support fellow team members.

As a Customer Success Manager, you’ll play a pivotal role in ensuring our clients achieve their business goals through seamless, end-to-end support. You’ll serve as a trusted partner, managing multiple client accounts, leading cross-functional teams, and proactively solving challenges to drive both satisfaction and growth. This is a hands-on, high-impact role for someone who thrives in a fast-paced, collaborative environment and is passionate about delivering exceptional client experiences.

What youll do

Manage daily client communications via email and virtual meetings

Manage day-to-day operations of the support team including:

Overseeing support ticket lifecycle from client submission to completion

Prioritization of tickets assigned to delivery team members

Management of release calendar per client account

Led monthly backlog grooming sessions to confirm scope/priority per client account

Oversee the on-call schedule

Manage all communications during Severity 1 and 2 after hours support situations

Monitor monthly hours burned per client account including:

Flagging when support team is nearing monthly hour max

Track client approval for overage hour spend

Create and deliver weekly status reports

Contribute to contract renewal process including drafting initial document, management of key dates, and understanding of scope of required client support

Understand client business goals, objectives, challenges, and unmet support needs to provide sound recommendations on cross-sell and upsell opportunities

Lead client kickoff workshops and new client onboarding sessions

Serve as first point of escalation for all client issues

Strong communication skills, both written and verbal required

Ability to manage multiple workstreams in parallel required

Strong understanding of agile development process, preferred

What were looking for

Experience in a client-facing role such as Customer Success Manager, Account Manager, Project Manager, or Operations Manager

Experience supporting or working with digital platforms such as Adobe Experience Cloud, Salesforce, or Drupal

A background in digital marketing, web development, or technical support environments

Familiarity with agile methodologies and working in cross-functional teams

Proven ability to manage multiple workstreams and client accounts simultaneously

Strong communication and presentation skills—both written and verbal
Comfortable working in a fast-paced, collaborative, and occasionally ambiguous environment

A proactive, solution-oriented mindset with a passion for helping clients succeed

This role is currently not available for hire or work in New Mexico, and Hawaii, USA.

About Huge

Huge is a design and technology company. We create products and experiences that grow the world’s most ambitious brands. We do this by designing experiences for people, not users, and uncovering new sources of growth by leveraging our creative talent, our proprietary platform LIVE and unlocking the advantages brought to us by emerging technologies. We believe all experiences should be intelligent, shoppable and unique to every brand.

Huge’s nearly 1,000 thinkers, tinkerers, makers and creators, have been problem-solving across North America, Europe, and Latin America for over 25 years. Interested? You’ll find more information at .

Huge is committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, disability, or if you’re parenting the next generation of innovators, we firmly believe that our work is at its best when everyone feels free to be their most authentic self.

Huge is an equal opportunity employer (EOE). We strongly support diversity in the workforce. We are committed to an inclusive, barrier-free recruitment and selection process and work environment. If you are contacted for a job opportunity, please advise us of any accommodation needed to ensure you have access to a fair and equitable process. Any information received relating to accommodation will be addressed confidentially.

Workers shall not be required to pay employers’ or agents’ recruitment fees or other related fees for their employment. If any such fees are found to have been paid by workers, such fees shall be repaid to the worker.

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The salary range for this position is as listed below. Exactly where a prospective employee will be paid within this range will depend on, among other factors, the actual salary ranges for current and former employees who are either currently filling a similar role or did in the past; the candidate’s depth of experience and qualifications; the level of specialization the role requires; budgetary considerations; the market demand for that role and the local market conditions that exist where the employee will be based. For current Huge employees, tenure will also be a consideration. Wage Disclosure
$70,000 - $80,000 USD