Customer Success Manager

📋 Description

• • Lead end-to-end client onboarding through structured kickoff calls and milestone planning for B2B podcast production projects.
• • Manage episode timelines, coordinate guest scheduling, and ensure timely delivery of content across all production stages.
• • Utilize automation platforms such as Zapier or Make to streamline workflows, reduce manual tasks, and eliminate operational friction.
• • Serve as the primary point of contact for clients, providing regular updates on project status and aligning internal teams around deadlines and deliverables.
• • Track and analyze performance metrics for podcast series, translating insights into strategic recommendations to enhance client outcomes.
• • Proactively troubleshoot production delays, scheduling conflicts, or logistical challenges with clarity and urgency.
• • Drive client retention and renewal efforts by consistently delivering exceptional service experiences that exceed expectations.
• • Collaborate with content, production, and marketing teams to ensure seamless execution of client campaigns from concept to launch.
• • Maintain accurate client records and project documentation within CRM or project management tools to support accountability and scalability.
• • Contribute to the development of repeatable, scalable systems that turn creative client ideas into efficient, high-quality podcast production workflows.
• • Operate with a calm, organized, and solutions-oriented approach in a fast-paced, remote environment with global clients.
• • Support the growth of Hangar Aviation Technologies’ first dedicated Customer Success team by establishing best practices and client success frameworks.
• • Work at the intersection of content creation, operations, and client strategy to ensure every podcast series delivers measurable strategic impact.
• • Engage with clients across diverse industries, understanding their B2B marketing goals and tailoring support to their unique objectives.
• • Ensure all client communications are professional, timely, and aligned with brand voice and project goals.
• • Participate in internal reviews and feedback loops to continuously improve client success processes and team effectiveness.
• • Maintain a deep understanding of podcast production workflows and how they integrate with broader B2B marketing strategies.
• • Balance multiple client accounts simultaneously while prioritizing tasks based on urgency, impact, and contractual obligations.
• • Foster long-term client relationships built on trust, transparency, and consistent delivery of value.
• • Adapt quickly to evolving client needs and internal process changes in a scaling startup environment.