[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Huge is a design and technology company that creates products and experiences for ambitious brands. As a Customer Success Manager, you will ensure clients achieve their business goals through effective support and communication, managing multiple accounts and leading cross-functional teams.ResponsibilitiesManage daily client communications via email and virtual meetingsManage day-to-day operations of the support team including:Overseeing support ticket lifecycle from client submission to completionPrioritization of tickets assigned to delivery team membersManagement of release calendar per client accountLed monthly backlog grooming sessions to confirm scope/priority per client accountOversee the on-call scheduleManage all communications during Severity 1 and 2 after hours support situationsMonitor monthly hours burned per client account including:Flagging when support team is nearing monthly hour maxTrack client approval for overage hour spendCreate and deliver weekly status reportsContribute to contract renewal process including drafting initial document, management of key dates, and understanding of scope of required client supportUnderstand client business goals, objectives, challenges, and unmet support needs to provide sound recommendations on cross-sell and upsell opportunitiesLead client kickoff workshops and new client onboarding sessionsServe as first point of escalation for all client issuesStrong communication skills, both written and verbal requiredAbility to manage multiple workstreams in parallel requiredStrong understanding of agile development process, preferredSkillsStrong communication skills, both written and verbal requiredAbility to manage multiple workstreams in parallel requiredExperience in a client-facing role such as Customer Success Manager, Account Manager, Project Manager, or Operations ManagerExperience supporting or working with digital platforms such as Adobe Experience Cloud, Salesforce, or DrupalA background in digital marketing, web development, or technical support environmentsProven ability to manage multiple workstreams and client accounts simultaneouslyStrong communication and presentation skills—both written and verbal Comfortable working in a fast-paced, collaborative, and occasionally ambiguous environmentA proactive, solution-oriented mindset with a passion for helping clients succeedStrong understanding of agile development process, preferredFamiliarity with agile methodologies and working in cross-functional teamsCompany OverviewWe are a design and technology company. It was founded in 1999, and is headquartered in New York, NY, US, with a workforce of 1001-5000 employees. Its website is http://www.hugeinc.com.