Senior Customer Success Manager, Modulate

• 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 architecture
• Demonstrated 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 audiences

Desirable

• 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
• 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 planning
• Provide an excellent customer experience for all customers reaching out for help with ToxMod or Velma
• Own renewals for your portfolio (partnering with Account Executives for the largest deals) and ensure customers see continuous value that makes renewal a clear decision
• Drive feature adoption across your accounts, acting as a strategic partner to help customers expand their use of Modulate’s products
• Lead trials and proof of concept projects alongside Account Executives to ensure prospects realize the full value of Modulate products
• Become 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 needs
• Build and customize presentations, providing updates and progress reports to both customer and internal stakeholders
• Partner with Modulate’s data analytics and business operations teams to extract insights and deliver data-informed recommendations