Scaled Customer Success Manager

About POSH

We are all social creatures, but the dominant “social” companies today have evolved into digital loneliness machines, driving isolation, anxiety, and mental health challenges across our lives.

Human connection is lost. Posh is a beacon guiding us back.

Posh enables anyone to become an event organizer, build a community around their followers, and bring people together in person to cultivate real-world human connections. Founded by event enthusiasts and college dropouts, we’ve built the ultimate tools for creating, marketing, and monetizing in-person communities globally. In just three years, Posh has grown to a team of 60, expanded to 5M+ users, secured $40m in venture funding, and facilitated over $220M in transactions. We've achieved more than teams ten times our size in a tenth of the time—and there's so much more to come.

About The Role

As a Scaled Success Manager at Posh, you’ll own the success of thousands of emerging and growth-stage event organizers through scalable programs, systems, and strategies. You’ll drive key metrics like activation, conversion, retention, and resurrection through data-informed, tech-touch engagement. You’ll also help us identify high-potential organizers and nurture their growth.

This is not a traditional CSM role. You’ll be part systems builder, part operator, part strategist. The role blends automation, content, community, and data to scale organizer success.

You will be the engine behind thousands of organizers achieving their first paid event, crossing their first $1K or $10K milestone, or returning to the platform after churn. Every email you send, dashboard you analyze, or cohort you activate moves our mission forward: building tools that empower anyone to bring people together.

What You'll Learn & Achieve

• Onboard & Activate Organizers: Build relationships with new organizers, spark early momentum, and guide them through key platform actions, from launching their first event to selling their first ticket and growing their business

• Scale Lifecycle Success: Own the whole journey from onboarding to resurrection, using automation, content, and data-informed playbooks to support organizers at every growth stage.

• Automate with Intent: Build high-impact lifecycle flows across email, in-app, and CRM systems using tools like Vitally, Zapier, and Iterable, triggering the right message at the right time.

• Prioritize with Data: Segment your portfolio into cohorts (new, high-potential, at-risk, churned), and apply the right mix of touch points and interventions to move each group forward.

• Drive Growth Experiments: Launch and iterate on programs like activation competitions, feedback loops, and conversion nudges, partnering closely with Product, Marketing, and Data.

• Turn Feedback into Features: Channel scaled insights into actionable product improvements and educational content, directly shaping the platform experience.

• Track & Optimize Performance: Use dashboards to track key performance indicators like NPS, NRR, GMV, and conversion rates to spot trends, reduce churn, and uncover growth opportunities.

Skills and Experience You’ll Need

• Technical Proficiency: You have 2+ years of experience in Customer Success, Account Management, or a similar role at a startup, with a strong emphasis on technical acumen. You’re proficient in tools like Vitally, Slack, Notion, Linear, and Zapier.

• Data-Led Thinker: You’re comfortable using analytics tools (e.g. Lightdash, Mixpanel) to present insights clearly and compellingly, driving actionable recommendations for the team and organizers. You can run basic SQL queries and communicate trends clearly to both internal teams and customers.

• Automation & Workflow Architect: You've built and managed lifecycle systems across CRMs, email, and product tooling. You continually test and refine touchpoints to maximize retention, conversion, and engagement. You don’t just build it + forget it.

• Creative Builder: You love building systems from scratch. Whether that’s a new success playbook, an onboarding flow, or a data-backed cohort strategy, you document, test, and optimize like an operator.

• Organizer-First Mindset: You understand what it takes to build community IRL. Whether you’re an event organizer, club owner, or an avid event-goer, you know what it means to support creators of all types. You advocate for simplicity, support, and trust.

• Strategic Communicator & Cross-Functional Partner: You write and speak with clarity, empathy, and authority. You’ve worked cross-functionally with Product, Marketing, and Support to align on strategy, share customer insights, and drive collective impact.

Posh provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Posh is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. Please let us know if you need assistance or accommodation due to a disability