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 across our lives.

Human connection is lost. Posh is a beacon guiding us back.

Posh enables anyone to become an event organizer, build a community around their followers, and bring people together in person to cultivate real-world human connections. Founded by event enthusiasts and college dropouts, we’ve built the ultimate tools for creating, marketing, and monetizing in-person communities globally. In just three years, Posh has grown to a team of 50, expanded to 3M+ users, secured $31M in venture funding, and facilitated over $100M in transactions. We've achieved more than teams ten times our size in a tenth of the time—and there's so much more to come.

About The Role

As a Customer Success Manager (CSM) at POSH, you will be an essential part of our Customer Success team. You will be directly responsible for the success and satisfaction of our organizers. You will work closely with our organizer community, ensuring they fully realize the potential of the POSH platform and achieve their event goals. Your role drives organizer retention, satisfaction, and growth, contributing to POSH’s overall success.

This position is ideal for someone passionate about customer success, with a deep understanding of customer needs, and who thrives in a fast-paced, high-growth environment.

What You'll Learn & Achieve

Organizer Relationship Management: You will learn to manage a portfolio of event organizers, build strong relationships, and ensure they achieve their desired outcomes using the POSH platform.
Drive Event Success: Gain expertise in guiding organizers to maximize the success of their events, providing data-driven insights and strategic advice that enhance their event planning and execution.
Customer Retention: You will be responsible for ensuring high organizer retention by proactively identifying and addressing potential churn risks and ensuring organizers continuously see value in POSH.
Cross-Functional Collaboration: Work closely with Sales, Product, and Marketing teams to ensure a seamless organizer experience from onboarding to ongoing engagement. Your feedback will be crucial in driving product improvements and marketing strategies.
Customer Advocacy: Act as the voice of the customer within POSH, ensuring organizer feedback is effectively communicated and translated into actionable insights that drive platform enhancements.
Upsell and Cross-Sell Opportunities: Identify opportunities to upsell and cross-sell additional POSH features and services, contributing to revenue growth while enhancing organizer satisfaction.
Operational Excellence: Contribute to refining and optimizing customer success processes, ensuring efficiency and scalability as POSH grows.

Skills And Experience You’ll Need

Customer Success Experience: You have 3+ years of experience in Customer Success, Account Management, or a similar role within a SaaS or technology environment. You have a proven track record of managing customer relationships and driving retention.
Data-Driven Decision Making: You have a strong analytical mindset and are comfortable working with metrics such as Net Promoter Score (NPS), Net Retained Revenue (NRR), and Customer Lifetime Value (CLTV). You can use data to identify trends and make informed decisions.
Technical Proficiency: You are proficient with customer success platforms and tools and have experience with CRM systems such as Vitally and Salesforce. Familiarity with advanced analytics tools like LightDash or Mixpanel is a plus.
Communication Skills: You excel at communicating with customers and internal teams, conveying complex information clearly and effectively. Your ability to build strong relationships is key to driving customer success.
Process-Oriented: You have experience developing and optimizing processes that enhance the efficiency of Customer Success teams. You understand how to scale operations in a high-growth environment.
Customer-Centric Mindset: You are passionate about delivering value to customers and have a deep understanding of how to foster strong, long-lasting relationships. You can translate complex data insights into actionable strategies that benefit the customer and the company.
Problem-Solving Skills: You can identify potential issues before they escalate and take proactive measures to address them. Your approach ensures that customers remain satisfied and engaged with the POSH platform.

Posh provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Posh is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. Please let us know if you need assistance or accommodation due to a disability

Compensation Range: $100K - $120K

Posh

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