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 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 60, expanded to 5M+ users, secured $40m in venture funding, and facilitated over $220M 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 Senior Customer Success Manager, you’ll help Posh’s top organizers scale their communities and businesses. You’ll run a data-informed book of business, drive feature adoption and overall retention, while owning Customer Success projects that improve the team’s performance and Posh’s broader customer experience.

This is a strategic, high-touch role that requires strong judgment, excellent communication, and high agency.

This role will be based in our NYC SOHO office and required 5 days a week in office.

What You’ll Achieve

• Manage a High-Value Book: Support 100–200 top organizers through high-touch communication (text and email) to stay proactive, understand needs, and influence outcomes across your entire portfolio.

• Drive Organizer Growth: Act as a strategic partner and business consultant, giving organizers the resources and guidance they need to scale their events and communities profitably.

• Onboard & Activate Organizers: Build strong early relationships, drive product adoption, and guide new organizers from first event to first ticket sale.

• Retain & Expand Accounts: Identify potential account risks early, intervene quickly, and help organizers deepen their engagement with Posh.

• Prioritize With Data: Segment your book, spot trends, and direct your time toward the organizers and actions that create the most impact.

• Turn Insights Into Action: Surface organizer feedback, influence product decisions, and improve the platform experience through clear recommendations.

• Build Better Processes: Own internal Customer Success projects that improve workflows, processes, and the customer experience as we scale.

What You Bring

• 4+ years in a Customer Success role

• Direct experience managing a book of business

• High agency, high pace, and bias toward action; you operate with urgency and autonomy

• Strong cross-functional communication (Success works closely with Sales, Support, Product, Community, and more!)

• High data comfort: segmentation, interpreting trends, and using data to influence organizer decisions

• Willingness to go deep with customers and solve real business problems

• A love of IRL experiences and want to help organizers create them

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