Sr. Customer Success Manager

The Senior Customer Success Manager (Sr. CSM) plays a critical role in supporting the organization’s overall Customer Experience (CX) strategy and ensuring operational excellence across all accounts.

The individual will act as the Delivery Governance and Escalation Lead, reporting to the Head of Customer Success, owning account health, risk prevention, and service quality across assigned portfolios. This role carries decision-making authority in critical client situations and drives structured accountability across teams.

This is not a traditional relationship-only CSM role. The position requires strong operational governance, structured thinking, and the ability to challenge internal and client stakeholders when required.

Job Responsibilities:

• Support, own, and enforce the overall Customer Experience (CX) strategy.
• Lead the escalation point and manage complex incident handling.
• Ensure robust case management and structured follow-ups.
• Standardize process governance and compliance across accounts.
• Audit delivery quality and implement improvements where required.
• Manage risk proactively and mitigate potential service disruptions.
• Collaborate cross-functionally to streamline workflows and improve operational efficiency.
• Maintain strong client relationships and ensure satisfaction across all touchpoints

• 5+ years in Customer Success, Delivery Management, or Account Governance within SaaS, CRM (preferably HubSpot), or Digital Implementation environments.
• Experience managing high-value or complex multi-stakeholder accounts.
• Proven expertise in incident management and escalation handling.
• Proven ability to identify early risk indicators, conduct structured root-cause analysis, and implement preventive frameworks across multiple accounts.
• Experience contributing to client experience strategy initiatives.
• Exceptional executive-level communication skills (written and verbal) with a neutral accent.
• Ability to take control in high-pressure situations and drive resolution with clarity and authority.
• Demonstrated ability to hold internal teams accountable for timelines and commitments.

Working Hours:

• EST time zone

At INSIDEA, we are a fully remote organisation, hiring top talents from across the globe to deliver exceptional digital marketing and HubSpot solutions. Our diverse services are designed to enhance your brand’s online presence and drive real, measurable growth. From marketing optimization and content creation to full-scale HubSpot integration, we provide a holistic approach to transform your digital experience and maximize performance.