Senior Customer Success Manager

Senior Customer Success ManagerPosh 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 businessCustomer retention and churn mitigationAdoption of strategic and revenue-driving productsCustomer growth and long-term platform valueQualified expansion opportunities surfaced to Account ManagementWhat You'll Learn & AchieveOwn and grow a strategic book of business of 100–150 high-value organizers, building trusted relationships from day-to-day operators to senior leadersLead the customer journey from onboarding through QBRs and ongoing success planning, aligning on goals, growth strategies, and measurable outcomesHelp organizers scale their businesses by growing ticket sales, expanding into new markets, and identifying new ways to get more value from PoshDrive product adoption and value realization by connecting revenue-generating and high-value Posh features to each organizer's business goalsUse data to stay proactive, identifying growth opportunities, engagement priorities, churn risk, and the right retention strategies before issues escalateIdentify expansion opportunities across your book and partner with Account Managers on upsell and cross-sell opportunitiesChampion the customer voice internally, partnering with Product, Sales, Engineering, and Support to surface insights and improve the organizer experienceHelp build the Customer Success playbook by turning successful organizer strategies into repeatable best practices and improving the systems and processes we use as we scaleAbout YouYou'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 roleA track record of driving adoption, retention, renewals, and expansion across a meaningful book of businessExperience leading onboarding, QBRs, success plans, and strategic conversations with multiple stakeholdersA commercial, consultative mindset with the ability to connect product capabilities to measurable customer outcomesStrong instincts around churn risk, account prioritization, and expansion opportunities, using data to guide where you focusExcellent relationship-building and cross-functional skills, with the ability to earn trust internally and with customersHigh ownership and organization: you can manage a large book without letting important opportunities fall through the cracksComfort operating in a fast-moving environment and using tools like Planhat, analytics platforms, AI, and automation to work smarterBonus PointsYou have experience working with event organizers, creators, marketplaces, ticketing platforms, or community-led businessesYou have personally helped customers expand into new markets, launch new revenue streams, or scale their businessesYou understand event economics and can speak credibly about ticket pricing, promotion, audience growth, and event strategyYou genuinely love events and the people crazy enough to build their lives around bringing people togetherWhy You'll Love It HereYou'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.