Senior Manager, Customer Success (Remote)

Senior Manager, Customer Success (Remote)

Department: Customer Success

Employment Type: Full Time

Location: Remote

Compensation: $125,000 - $135,000 / year

Description
beehiiv is on a mission to help the next million creators, publishers, and companies scale and monetize their audiences. We’re already home to tens of thousands of the most popular newsletters in the world—and we’re just getting started. We hit $1M ARR in January 2023, surpassed $7M ARR in January 2024, and are on track to reach $40M by the end of 2025 .

As a Senior Manager of Customer Success, you will lead a team of CSMs and guide them in providing best-in-class support to our largest enterprise customers. You’ll also own and drive forward cross-functional projects and initiatives to support the Customer Success team and broader beehiiv organization.

This role requires excellent relationship management skills, ability to navigate complex customer escalations and an understanding of how to increase retention, customer satisfaction, and product adoption. You’ll lead the Customer Success team as they work with customers throughout their entire lifecycle, from onboarding to ongoing support to renewal.

You’ll work closely with other team leads in Support, Deliverability, Product, and Engineering to advocate for customers, advance Customer Success initiatives, and find ways to improve the customer experience.

Ideally, you'll have the following:
• 5–7 years of customer success or account management experience, with at least 2+ years in a manager role
• Experience working with a fully-remote team that is based in the U.S. and internationally
• Experience in a product-led growth (PLG) or self-serve SaaS environment
• Proven ability to build playbooks, segment customer bases, and define success metrics
• Proficiency in using tools such as Hubspot
• Experience with Customer Advisory Boards, Customer Advocacy Programs, commercial opportunities such as renewals and expansions, and cross-functional initiatives.

What you'll be responsible for:
• Actively identify and scope broader CS team initiatives to improve efficiency, processes and impact, owning projects from concept through completion
• Locate areas of opportunity for collaboration between CS and other departments
• Foster strong customer relationships with our largest enterprise accounts
• Act as the point of escalation for any issues within the customer base, working with internal and external stakeholders from start to finish
• Master product knowledge, demonstrate strong proficiency in newsletter strategy, and understand the competitive landscape that we operate in
• Responsible for onboarding new team members and owning the new hire onboarding experience for CS
• Mastery of newsletter best practices and strategy; while previous newsletter experience isn’t required, we do ask that candidates have related relevant expertise that can help them learn the newsletter space quickly.
• Deep understanding of our competitive landscape
• Implement and perfect any processes around commercial opportunities
• Work closely with customers to ensure retention and satisfaction
• Turn our customers into our biggest advocates

Why this role might be for you:
• Join a fast-growing start-up and a new team
• High impact and high visibility
• You're autonomous and excited about owning projects
• Excited about new challenges and executing creative solutions

Why this role might NOT be for you:
• Not a traditional 9-to-5 position
• Need to manage multiple priorities and stakeholders
• Must be comfortable with rapid iteration and frequent context switching
• High expectations for both speed and quality
• Must navigate complex organizational dynamics

Why beehiiv?
Bias towards action
Our first impulse is to act. We don’t get bogged down in unnecessary processes or bullsh**t. Perfection is the enemy of progress.

Ownership mentality
This company is ours. We go the extra mile because that’s what owners do. Every day, people step up to take on tasks outside of their responsibilities and do whatever it takes for us to succeed.

Building is in our DNA
We are obsessed with improving every aspect of our platform (and ourselves). Whether it’s our product, support, or partnerships, we never stop working to improve it.

We answer to our users
Nothing matters more than serving our users. If our users fail, we fail.

Ego comes second, but winning comes first
We put our egos aside to work collaboratively and build something special. It doesn't matter who's idea or who's vision, we're here to create the best outcome. We're here to win.

We'll take care of you:
• Competitive salary
• Stock Options
• Health, Dental, and Vision Insurance
• 401(k) employer match
• Unlimited PTO (mandatory 10 days per year minimum)
• Annual in-person team retreat
• Unlimited book budget
• Monthly Wellness Days (every third Friday of the month!

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