Senior Customer Success Manager

Join Modulate as we pioneer the future of conversational intelligence.Modulate is the leader in conversational voice intelligence. We enable platforms to deeply understand how their users connect and take timely actions based on those insights. Our flagship product, ToxMod, analyzes millions of voice interactions each month and escalates disruptive behavior (harassment, hate, exploitation risk) and prosocial behavior (supportive comments, collaboration) to Trust & Safety teams. Top gaming studios, including Activision, Rockstar, and Ubisoft rely on ToxMod to protect players and support moderators. Gig economy marketplaces use our voice intelligence capabilities to detect similar violations, preventing real-world harms and uncovering fraud and account-takeover scams. We escalate high-risk calls to improve response times and retention, ultimately unlocking voice for our customers and partners.We’re looking for a Senior Customer Success Manager to join the Business Development team to work with our largest customers, managing a portfolio that includes AAA game studios and Enterprise accounts ($1M+ in revenue). The Customer Success team at Modulate blends professional services and support with technical expertise - we are the bridge between engineers, analysts, policy experts, and leadership, acting as trusted advisors to our customers as they consider budget and roadmap decisions through the lens of Trust & Safety. Customer Success Managers report to the Director of Customer Success and collaborate closely with their fellow CSMs, Data Analysts, and BD team members. CSMs are change-makers at Modulate that have the autonomy and authority to create new processes, push for product changes, and guide our business development strategies.This role blends hands-on account management and issue triage with strategic planning, such as coordinating co-marketing initiatives and leading quarterly business reviews. It is primarily external-facing, with regular collaboration across internal teams. Success is measured regularly, and is based on KPIs like customer retention, customer health, and net dollar retention. In your first six months, you’ll ramp up on Modulate’s products, begin managing smaller accounts, progressively take ownership of strategic enterprise relationships, and have the opportunity to help us shape best practices as we expand into new markets.## Your ImpactAs a Senior Customer Success Manager at Modulate, you’ll be the bridge between our customers and our internal teams. Your work will directly impact:- The success of our enterprise customers’ initiatives across several industries- Adoption and expanded use of Modulate’s products through data-driven insights and tailored strategies- The customer experience, by ensuring issues are resolved quickly and long-term goals are met- The future of Modulate’s Customer Success team, by shaping best practices and influencing product direction## What You’ll Do- Own the end-to-end relationship with assigned accounts (typically 5–10), including 2–3 enterprise customers, guiding both day-to-day operations and long-term strategic planning- Become an expert in Modulate’s products and a trusted advisor to our customers, educating customers on the features that will drive value for their teams. Our products are built on a flexible and technically rich platform balancing the cutting edge of artificial intelligence with a practical focus on predictability and compliance - candidates should expect a steep and rewarding learning curve- Collaborate closely with Modulate’s sales, product, and technical teams to ensure a seamless onboarding process for enterprise clients and ongoing support for their evolving needs- Drive product adoption and expansion within accounts, identifying opportunities to maximize value for our customers with new features and capabilities- Act as the primary point of contact for issue resolution, escalations, and strategic discussions, maintaining a proactive and responsive approach to customer requests- Build and customize presentations, providing updates and progress reports to both customer and internal stakeholders- Partner with Modulate’s data analytics and business operations teams to extract insights and deliver data-informed recommendations## What We’re Looking For- 4+ years of relevant experience, ideally in the tech or SaaS industry, with a proven track record of managing large, complex accounts ($1M-$5M).- Exceptional communication skills, adept at engaging with stakeholders across all levels, including senior leadership / executives.- Familiarity with enterprise software solutions and technologies, with enough technical skills to enable effective discussions around product integrations and solution architecture.- Demonstrated success in identifying and capitalizing on growth opportunities within large enterprise accounts, driving expansions and renewals.- Experience collaborating with cross-functional teams, including sales, marketing, product, analytics, and engineering, to deliver exceptional value to customers.- Advanced knowledge of Excel/Sheets/Slides with a good eye for design## Bonus Points For:- Experience negotiating and managing enterprise-level contracts- Prior startup experience (especially in the early stages of the company)- Willingness to travel 3–4 times annually for client visits, plus 1–2 times annually to represent Modulate at industry events## BenefitsAt Modulate, we prioritize people and sustainability—because doing great work requires feeling supported and safe. Some of our key benefits include:- Competitive salary + equity- Full health, dental, and vision coverage- Flexible PTO, with a strong culture of taking it- Weekly team lunches with dietary accommodations- Hybrid work: core in-office days with flexible remote options- Regular leadership and industry learning sessions- Support for career development and continued learning- A deeply inclusive, human-centered culture## Pay TransparencyModulate believes in transparency as a cornerstone of equity and trust.Compensation for this role is based on seniority, skills, and experience.Salary: $120,000Equity: OfferedOther perks: Full benefits, flexible PTO, professional growth resources## About ModulateModulate is on a mission to make voice a force for good online. Our tools help communities thrive by proactively detecting toxic behavior, protecting user identity, and empowering safety teams. We’re trusted by leaders in gaming and beyond—and we’re growing fast. We believe that great cultures don’t just happen. That’s why we’ve built a foundation of intentional systems: from bias-reducing hiring practices to transparent pay to tools that help teams collaborate across communication styles. At Modulate, we treat people like people—and we’re building technology that does the same.Ready to join us?Apply here or reach out directly—we’re excited to meet you.A quick note as you apply:For the questions “Your fit for the role,” “Your values/goals,” and “Why Modulate?” on our application form, we kindly ask that you focus your responses on experiences and motivations that directly relate to the role. Please avoid including details that would reveal protected demographic information (such as race, age, gender, ethnicity, or sexual orientation), as we strive to assess all candidates equitably and without bias. We also want to hear your authentic voice. While it can be helpful to use tools to support your thinking, we ask that your responses reflect your own perspective. Applications with significant overlap or duplication from other submissions will not be considered.