Senior Manager, Customer Experience

Who we are

We're on a mission to bring joy to the business of events, a multi-billion dollar industry made up almost entirely of small businesses. The rental companies and production crews behind every wedding, festival, and gala have never had tools that match the work they do. We're changing that.

Goodshuffle Pro runs the end-to-end operations of event rental companies: invoicing, payment processing, inventory management, and the logistics of getting a warehouse worth of equipment to a venue and back on schedule. Alongside it, we're building a first-of-its-kind marketplace connecting the people planning events with the companies that supply them. We're a Series A startup based in Washington, D.C.

Some of us are event nerds, some of us are tech nerds, and some of us are both. All of us are passionate problem-solvers who care about helping our users succeed.

What you'll do

You'll lead the Customer Success Managers who own every account after implementation: adoption, renewal and expansion. The team carries a revenue goal, and you'll own it.

Grow the book. Own expansion revenue across the CSM book: every opportunity in the pipeline, a weekly pipeline meeting with the team, and a quarterly forecast the business can plan on.

Keep every renewal. Work renewals as deals. Keep one at-risk list across the team, make sure every account on it has a save plan and an owner, and hold churn to the quarterly goal.

Run campaigns, and test them. Design the campaigns the team runs for expansion, renewal and referrals: a premise about who will act and why, a series of touches across email, in-app messages, texts, calls and meetings, proactive updates to stakeholders throughout the campaign and a report on the learnings. 

Build the team's tools with AI. Find where the CSMs lose time each week and build the tools that give it back, with Claude. Keep them running once they're live.

Lead the CSM team. Make sure every CSM knows their number, their book and what to do this week. Run the team's rituals, coach each CSM from their call feedback, and set quarterly goals with the Director of Customer Experience.

Who you are

• You've run a book of accounts through a pipeline and taught other people to do it. You know where each account stands and what happens next without opening the CRM, and when a deal stalls you move it or close it out that week.
• You see every customer conversation as a chance to grow the account, and you ask for the upgrade and the renewal. You've carried a revenue goal, missed it at least once, and changed how you work because of it.
• You treat outreach as a campaign with a premise, a series of touches and a test. You define the premise before the first touch goes out, set up testing tools at the start, and provide proactive updates along the way.
• When the team is losing time to something, you start building a solution that week. You keep going until other people use the tool comfortably, and you fix it when it breaks.
• You answer questions about your book with your own analysis: which accounts are at risk, where last quarter's growth came from, whether a change moved the number. Before you trust a figure, you check what period it covers and what it's measured against.
• You hand initiatives to CSMs and let them own the result, and you match how much you delegate to how ready each person is for the work.

Qualifications

Must-haves

• You've managed a book of recurring-revenue accounts, or the team that does, with a renewal or expansion number attached to it.
• You've run a pipeline and the weekly meeting that goes with it, and your forecasts have held up.
• You've designed and run a campaign with several touches and a holdout or a variant, and you've read the result.
• You've built a working tool with Claude or a similar model that other people then used.
• 5+ years leading customer success or account management teams, with direct reports whose goals you set and coached them against.

Strong preference for experience with

• Claude Code.
• Software for small businesses, or the events industry.
• Payment adoption or billing conversations with customers.
• A call-review or coaching program you set up for a team.
• Referral programs.

Benefits

Base salary: $150,000 to $180,000

• Full Health Care (including Dental, Vision, HSA, FSA, LTD, AD&D)
• Unlimited PTO
• 401k (with matching)
• Commuter Benefits ($100/mo)
• WFH Flexibility (hybrid, 3 days in-office)
• Passionate, caring, and enthusiastic coworkers (we've been called one of DC's best places to work!)

To apply

We recommend taking a look at our website and our company values before you apply, then applying through our careers page. A cover letter is welcome but optional. If you write one, tell us about a campaign you ran and what the readout said. We aren't able to sponsor visas for this role.

Let's connect!

We encourage applicants of every race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status, and are committed to an environment of equity and inclusion.