What are the responsibilities and job description for the Customer Success Manager position at Creative Mediaworks?
Who We AreSpeakcore is an enterprise-level software platform built for the management of speaker bureaus. Our platform has been trusted by life science companies and their agencies for a decade. We are a growing SaaS company with an incredibly talented team focused on delivering innovative, dependable, and consultative solutions.?Who We’re Looking ForSpeakcore is seeking a Customer Success Manager to lead our client-facing team and oversee the full onboarding and delivery experience for our clients. Reporting to the Vice President of Operations, this role is responsible for both the success of the client’s experience and the performance of the onboarding and delivery team. The Customer Success Manager ensures projects are executed with quality and efficiency while proactively managing client relationships and developing team members.This is a strategic and hands-on leadership role that drives delivery excellence, team accountability, scalable process development, and high client satisfaction across the entire client lifecycle. Success in this role means consistent on-time delivery, strong and lasting client partnerships, a high-performing team, and operations that scale with the company’s growth.?Key ResponsibilitiesTeam Leadership & People DevelopmentManage the client-facing delivery team through weekly 1:1s, clear expectations, and coaching.Support team members in overcoming obstacles and addressing skill gaps proactively.Complete performance reviews on time and aligned to KPIs and Rocks.Delegate effectively and foster accountability, clarity, and ownership within the team.Delivery ExecutionIdentify delivery risks early and intervene to prevent escalations.Facilitate regular team meetings to review project health, address blockers, and ensure ownership of tasks and priorities.Drive consistent, repeatable outcomes across all client accounts.Client Relationship ManagementServe as the primary relationship owner post-implementation.Lead quarterly meetings with all active clients to review progress, gather feedback, and align on future needs.Maintain real-time awareness of client satisfaction and engagement.Resolve delivery-related escalations independently.Capacity & Utilization ManagementMaintain weekly visibility into team utilization and capacity through time tracking and project data.Identify bandwidth gaps, risks, or hiring needs based on workload forecasts.Keep the capacity plan current to enable proactive hiring and resource allocation.Recommend when to hire, reassign, or reprioritize resources.Maintain a forward-looking capacity plan that aligns with demand.Process Documentation & EnablementMaintain SOPs and internal documentation to support team efficiency and delivery consistency.Reduce reliance on tribal knowledge by centralizing team resources.What Success Looks LikeClients consistently receive high-quality, on-time implementations, and on-going support.Team members are clear on expectations and feel supported and empowered.Escalations are infrequent and resolved quickly at the Customer Success Manager level.Scope, billing, and delivery operate with strong process discipline.Client-facing operations are standardized, scalable, and aligned with growth targets.Skills & Qualifications 3-5 years of experience in client delivery, onboarding, or operations leadership within a SaaS company.Proven experience leading client-facing teams.Strong operational discipline in scope governance, capacity management, and delivery process.Excellent communication, documentation, and leadership skills.Familiarity with Zendesk, SharePoint, and time-tracking systems.Experience with speaker bureau programs or life science clients preferred but not required.Strong problem solving and analytical capabilities.Consultative and collaborative communicator.Highly dependable, organized, and proactive.Working at SpeakcoreSpeakcore is a tight-knit, process-driven organization with a collaborative atmosphere. Our team works together to achieve goals efficiently, and every role has a meaningful impact. Team members value innovation, consultation, collaboration, technology, and dependability – and we look for people who share those values.?LocationThis hybrid role is based in our Pennington, NJ office on Wednesdays and Thursdays, with remote flexibility on Mondays, Tuesdays, and Fridays.??Compensation and BenefitsSalary Range: $80,000-$100,000 per year. This range reflects our good faith estimate of expected compensation. Final pay is based on experience, skills, and qualifications. A performance-based incentive may be available after 12 months of employment.??Benefits OverviewMedical, Vision, Dental: Multiple plan options; employer contributions included.?401(k):?3% company match after 3 months.?PTO:?16 days annually (increase after 5 years).?Other Paid Time Off:?Birthday, 9 holidays, 2 floating holidays.?Company-paid?life, AD&D, and long-term disability insurance.?Ancillary Self Paid Benefits: Flexible Spending Accounts, Health Savings Account, Short Term Disability, Pet Insurance, and more!
Salary : $80,000 - $100,000