Jobs and Careers
MO
Senior Customer Success Manager
ModulateSomerville, United Statesfull_timeVerifiedPosted 1 Oct 2025
💰 $120,000/yr
About the role
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 Impact
As 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
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 Impact
As 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
Apply for this role
Generate a tailored application kit with a matched cover letter, interview prep, and CV highlights — in under 60 seconds.
Apply Now →Generate Application KitFree account required — sign up in 30s