Senior Customer Success Manager

About Goodshuffle

At Goodshuffle, we're on a mission to bring joy to the business of events. Our powerful, intuitive platform empowers event professionals to streamline their operations and grow their businesses. At Goodshuffle, we believe in delivering incredible value to our customers through innovative tools and world-class support.

About the Role

As a Senior Customer Success Manager (CSM) at Goodshuffle, you’ll play a key role in driving customer satisfaction, retention, and expansion. You’ll serve as a strategic advisor to our most complex and high-value customers - ensuring they’re seeing measurable value, adopting new features, and growing with the platform. You’ll also mentor CX team members, help shape CS processes, and partner cross-functionally to ensure the voice of the customer is heard across the company.

This is an exciting opportunity for a driven, empathetic, and strategic CSM to step into a high-impact role at a company where Customer Success is at the heart of the business.

Responsibilities

• Own a portfolio of high-value and complex accounts, ensuring ongoing satisfaction, retention, and growth
  
  
• Drive customer outcomes by identifying goals, aligning platform usage with those goals, and proactively surfacing opportunities for deeper value
  
  
• Lead strategic check-ins, business reviews, and success planning for your accounts
  
  
• Champion product adoption through personalized guidance, education, and consultative support
  
  
• Monitor account health and act quickly to mitigate risk, flag product issues, and rally internal support when needed
  
  
• Collaborate cross-functionally with Sales, Product, Support, and Marketing to advocate for customer needs and contribute to product and process improvements
  
  
• Mentor and support CX teammates by sharing best practices, assisting with escalations, and contributing to team enablement
  
  
• Contribute to strategic initiatives such as improving onboarding, expanding upsell motions, or refining customer lifecycle playbooks
  
  

Requirements

• 5+ years of Customer Success or Account Management experience in a SaaS or B2B environment
  
  
• Proven track record of managing mid-to-large portfolios with high retention and upsell success
  
  
• Strong consultative skills with a customer-first mindset
  
  
• Excellent communication, organization, and project management skills
  
  
• Experience working cross-functionally in a fast-paced, collaborative environment
  
  
• Self-motivated with a bias for action and comfort with ambiguity
  
  
• Passion for technology and the events industry is a plus
  
  

Nice-to-Haves

• Experience at a startup or scaling SaaS company
  
  
• Familiarity with tools like Intercom, HubSpot, FullStory, and Confluence
  
  
• Prior involvement in onboarding, playbook development, or customer education initiatives
  
  

What We Offer

• Competitive salary and benefits
  
  
• Hybrid work environment
  
  
• Strong feedback culture with mentorship and growth opportunities
  
  
• A passionate, tight-knit team focused on innovation and impact
  
  
• A chance to make a real difference for small business owners in the events world
  
  

Join us in helping event professionals run stronger, smarter businesses - so they can focus on creating unforgettable events.