The Senior Customer Success Manager will manage enterprise client relationships, drive product adoption, and collaborate with cross-functional teams to enhance customer success and retention.
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 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
Benefits
At 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 Transparency
Modulate believes in transparency as a cornerstone of equity and trust.
Compensation for this role is based on seniority, skills, and experience.
Salary: $120,000
Equity: Offered
Other perks: Full benefits, flexible PTO, professional growth resources
About Modulate
Modulate 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:
We kindly ask that you apply through the website rather than emailing [email protected].
For the questions “Your fit for the role,” “Your values/goals,” and please apply through the website and avoid to email [email protected] “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.
Top Skills
Excel
Google Sheets
Google Slides
Modulate Somerville, Massachusetts, USA Office
Easily accessible on the Red Line, Davis Square is one of the city’s most vibrant neighborhoods, filled with sleek bars, restaurants offering a wide variety of cuisine options, and a thriving cultural scene.
Similar Jobs
Big Data • Cloud • Software • Database
The Senior Customer Success Manager acts as the main contact for customers, providing guidance on best practices, resolving issues, and building customer relationships to drive satisfaction and success.
Top Skills:
GainsightSalesforce
Software
The Senior Customer Success Manager will manage client relationships, drive value, assist with renewals, and identify growth opportunities while coordinating with internal teams.
Top Skills:
AgileCi/CdDevOpsGainsightPowerPointTest Data Management
Artificial Intelligence
As a Senior Customer Success Manager, you will manage high-value accounts, drive adoption of solutions, ensure customer success, and advocate for customer needs, while collaborating with internal teams to improve services.
Top Skills:
CRMSales Ai
What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories