Senior Customer Success Manager

About GoodshuffleAt 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 RoleAs 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.

ResponsibilitiesOwn a portfolio of high-value and complex accounts, ensuring ongoing satisfaction, retention, and growthDrive customer outcomes by identifying goals, aligning platform usage with those goals, and proactively surfacing opportunities for deeper valueLead strategic check-ins, business reviews, and success planning for your accountsChampion product adoption through personalized guidance, education, and consultative supportMonitor account health and act quickly to mitigate risk, flag product issues, and rally internal support when neededCollaborate cross-functionally with Sales, Product, Support, and Marketing to advocate for customer needs and contribute to product and process improvementsMentor and support CX teammates by sharing best practices, assisting with escalations, and contributing to team enablementContribute to strategic initiatives such as improving onboarding, expanding upsell motions, or refining customer lifecycle playbooksRequirements5+ years of Customer Success or Account Management experience in a SaaS or B2B environmentProven track record of managing mid-to-large portfolios with high retention and upsell successStrong consultative skills with a customer-first mindsetExcellent communication, organization, and project management skillsExperience working cross-functionally in a fast-paced, collaborative environmentSelf-motivated with a bias for action and comfort with ambiguityPassion for technology and the events industry is a plusNice-to-HavesExperience at a startup or scaling SaaS companyFamiliarity with tools like Intercom, HubSpot, FullStory, and Confluence Prior involvement in onboarding, playbook development, or customer education initiativesWhat We OfferCompetitive salary and benefitsHybrid work environmentStrong feedback culture with mentorship and growth opportunitiesA passionate, tight-knit team focused on innovation and impactA chance to make a real difference for small business owners in the events worldJoin us in helping event professionals run stronger, smarter businesses - so they can focus on creating unforgettable events.