Senior Customer Success Manager

ABOUT POSH We are all social creatures, but the dominant “social” companies today have evolved into digital loneliness machines, driving isolation, anxiety, and mental health challenges around the world. Human connection is lost. Posh is a beacon guiding us back. Posh enables anyone to build an IRL community based on shared interests, while connecting consumers with the communities of people just like them. Founded by event organizers who were frustrated with the growing loneliness epidemic and the tools available to build their own event brand, we’ve built the ultimate platform for launching, monetizing, and finding IRL communities of people just like you. In just 6 years, Posh has grown to a team of 70, expanded to 8M+ users, secured $70m in venture funding, and facilitated over $350M in transactions. ABOUT THE ROLE Posh is hiring a Senior Customer Success Manager to own and grow relationships with 100–150 of our highest-value event organizers, including businesses generating or projected to generate $100K+ in annual GMV. This is not a support role. You’ll be a strategic growth partner to some of the most ambitious organizers on Posh, helping them get more value from the platform, grow ticket sales, expand into new markets, and build stronger businesses. You’ll own the customer journey from onboarding through long-term success: leading strategic business reviews, building success plans, driving product adoption, identifying churn risk, and uncovering expansion opportunities. Your north star is simple: our organizers should be more successful because they work with you. You’ll be accountable for: - Net Revenue Retention across your book of business - Customer retention and churn mitigation - Adoption of strategic and revenue-driving products - Customer growth and long-term platform value - Qualified expansion opportunities surfaced to Account Management WHAT YOU’LL LEARN & ACHIEVE - Own and grow a strategic book of business of 100–150 high-value organizers, building trusted relationships from day-to-day operators to senior leaders - Lead the customer journey from onboarding through QBRs and ongoing success planning, aligning on goals, growth strategies, and measurable outcomes - Help organizers scale their businesses by growing ticket sales, expanding into new markets, and identifying new ways to get more value from Posh - Drive product adoption and value realization by connecting revenue-generating and high-value Posh features to each organizer’s business goals - Use data to stay proactive, identifying growth opportunities, engagement priorities, churn risk, and the right retention strategies before issues escalate - Identify expansion opportunities across your book and partner with Account Managers on upsell and cross-sell opportunities - Champion the customer voice internally, partnering with Product, Sales, Engineering, and Support to surface insights and improve the organizer experience - Help build the Customer Success playbook by turning successful organizer strategies into repeatable best practices and improving the systems and processes we use as we scale ABOUT YOU You’re equal parts customer advocate, growth strategist, and operator. You care less about activity for activity’s sake and more about whether your customers are actually growing. You bring: - 3+ years of experience in Customer Success, Account Management, strategic partnerships, or a similar customer-facing role - A track record of driving adoption, retention, renewals, and expansion across a meaningful book of business - Experience leading onboarding, QBRs, success plans, and strategic conversations with multiple stakeholders - A commercial, consultative mindset with the ability to connect product capabilities to measurable customer outcomes - Strong instincts around churn risk, account prioritization, and expansion opportunities, using data to guide where you focus - Excellent relationship-building and cross-functional skills, with the ability to earn…