Senior Customer Success Manager
Senior Customer Success Manager
Posted on :
04-10-2025
Employer Active
1 Vacancy
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Share
Send me jobs like this
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
04-10-2025
Job Description
Join Modulate as we pioneer the future of conversational intelligence.
Modulate is the leader in conversational voice intelligence. We enable platforms to deeply understand how their users connect and take timely actions based on those insights. Our flagship product ToxMod analyzes millions of voice interactions each month and escalates disruptive behavior (harassment hate exploitation risk) and prosocial behavior (supportive comments collaboration) to Trust & Safety teams. Top gaming studios including Activision Rockstar and Ubisoft rely on ToxMod to protect players and support moderators. Gig economy marketplaces use our voice intelligence capabilities to detect similar violations preventing real-world harms and uncovering fraud and account-takeover scams. We escalate high-risk calls to improve response times and retention ultimately unlocking voice for our customers and partners.
Were looking for a Senior Customer Success Manager to join the Business Development team to work with our largest customers managing a portfolio that includes AAA game studios and Enterprise accounts ($1M in revenue). 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 through the lens of Trust & Safety. Customer Success Managers report to the Director of Customer Success and collaborate closely with their fellow CSMs Data Analysts and BD team members. 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.
This role blends hands-on account management and issue triage with strategic planning such as coordinating co-marketing initiatives and leading quarterly business reviews. It is primarily external-facing with regular collaboration across internal teams. Success is measured regularly and is based on KPIs like customer retention customer health and net dollar your first six months youll ramp up on Modulates products begin managing smaller accounts progressively take ownership of strategic enterprise relationships and have the opportunity to help us shape best practices as we expand into new markets.
Your Impact
As a Senior Customer Success Manager at Modulate youll be the bridge between our customers and our internal teams. Your work will directly impact:
- The success of our enterprise customers initiatives across several industries
- Adoption and expanded use of Modulates products through data-driven insights and tailored strategies
- The customer experience by ensuring issues are resolved quickly and long-term goals are met
- The future of Modulates Customer Success team by shaping best practices and influencing product direction
What Youll Do
- Own the end-to-end relationship with assigned accounts (typically 510) including 23 enterprise customers guiding both day-to-day operations and long-term strategic planning
- Become an expert in Modulates products and a trusted advisor to our customers educating customers on the features that will drive value for their teams. Our products are built on a flexible and technically rich platform balancing the cutting edge of artificial intelligence with a practical focus on predictability and compliance - candidates should expect a steep and rewarding learning curve
- Collaborate closely with Modulates sales product and technical teams to ensure a seamless onboarding process for enterprise clients and ongoing support for their evolving needs
- Drive product adoption and expansion within accounts identifying opportunities to maximize value for our customers with new features and capabilities
- Act as the primary point of contact for issue resolution escalations and strategic discussions maintaining a proactive and responsive approach to customer requests
- Build and customize presentations providing updates and progress reports to both customer and internal stakeholders
- Partner with Modulates data analytics and business operations teams to extract insights and deliver data-informed recommendations
What Were Looking For
- 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 / executives.
- Familiarity with enterprise software solutions and technologies with enough technical skills to enable effective discussions around product integrations 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.
- Advanced knowledge of Excel/Sheets/Slides with a good eye for design
Bonus Points For:
- Experience negotiating and managing enterprise-level contracts
- Prior startup experience (especially in the early stages of the company)
- Willingness to travel 34 times annually for client visits plus 12 times annually to represent Modulate at industry events
Benefits
At Modulate we prioritize people and sustainabilitybecause doing great work requires feeling supported and safe. Some of our key benefits include:
- Competitive salary equity
- Full health dental and vision coverage
- Flexible PTO with a strong culture of taking it
- Weekly team lunches with dietary accommodations
- Hybrid work: core in-office days with flexible remote options
- Regular leadership and industry learning sessions
- Support for career development and continued learning
- A deeply inclusive human-centered culture
Pay Transparency
Modulate believes in transparency as a cornerstone of equity and trust.
Compensation for this role is based on seniority skills and experience.
Salary: $120000
Equity: Offered
Other perks: Full benefits flexible PTO professional growth resources
About Modulate
Modulate is on a mission to make voice a force for good online. Our tools help communities thrive by proactively detecting toxic behavior protecting user identity and empowering safety teams. Were trusted by leaders in gaming and beyondand were growing fast. We believe that great cultures dont just happen. Thats why weve built a foundation of intentional systems: from bias-reducing hiring practices to transparent pay to tools that help teams collaborate across communication styles. At Modulate we treat people like peopleand were building technology that does the same.
Ready to join us
Apply here or reach out directlywere excited to meet you.
A quick note as you apply:
We kindly ask that you apply through the website rather than emailing
For the questions Your fit for the role Your values/goals and please apply through the website and avoid to email Why Modulate on our application form we kindly ask that you focus your responses on experiences and motivations that directly relate to the role. Please avoid including details that would reveal protected demographic information (such as race age gender ethnicity or sexual orientation) as we strive to assess all candidates equitably and without bias. We also want to hear your authentic voice. While it can be helpful to use tools to support your thinking we ask that your responses reflect your own perspective. Applications with significant overlap or duplication from other submissions will not be considered.
Required Experience:
Manager
Employment Type
Full-Time
Department / Functional Area
Key Skills
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
