Sr. Customer Success Manager

Who We Are

Hall & Partners is a team of unconventional thinkers, obsessed with how marketing influences the relationship between people, brands and culture. Born out of ad land, we are the insight agency known for weaving creativity with science.

We distill data through a strategic lens to reveal ‘uncommon insights’ – human truths tailored to individual brands, not black box data available to the masses. We partner with clients to shape brand strategy and optimize brand and campaign performance. Our award-winning approach amplifies insights across every business area, propelling marketing decision-making to create an unmatched competitive advantage.

Now part of Escalent group, along with C Space, this is a great time to join Hall & Partners due to an expanded offering and broadened client base to expand our reach.

About The Role

We are seeking a highly motivated and strategic Senior Customer Success Manager (CSM) to serve as the bridge between our clients and product development teams. This role will be client facing across our community and analytical SaaS product solutions. This individual will be responsible for delivering engaging product demos, gathering and synthesizing client feedback, and translating insights into clear, actionable roadmap initiatives. The Sr. CSM will also play a key role in defining efficient processes to ensure client needs are met as our product suite evolves.

This is an opportunity to play a strategic role in shaping the future of our product suite in a collaborative, fast-paced environment where your voice and client advocacy make a direct impact.

Key Responsibilities

• Lead client-facing product demos and training sessions that highlight value and drive adoption.
• Gather structured and unstructured client feedback, identify trends, and communicate insights to Product Management and Development.
• Translate client needs and pain points into roadmap initiatives, feature requests, and prioritized improvements.
• Partner with internal teams (Product, Engineering, Sales, Support) to advocate for clients and ensure alignment between business goals and client success.
• Recommend and help implement process improvements that increase efficiency and scalability of client support.
• Monitor client engagement, satisfaction, and outcomes, proactively addressing risks and identifying opportunities.
• Serve as a trusted advisor to clients, ensuring they achieve maximum value from our solutions.
• Stay informed on industry trends and competitive solutions to provide insights into client needs and market expectations.

Qualifications

• 5–7+ years of experience in Customer Success, Account Management, or Product-facing roles, preferably within SaaS or technology-driven solutions.
• Strong ability to communicate complex ideas simply and persuasively to both technical and non-technical audiences.
• Proven track record of gathering client requirements and translating them into product or process improvements.
• Experience conducting product demos and client workshops.
• Excellent organizational skills with the ability to manage multiple priorities and stakeholders.
• Strong analytical and problem-solving skills with a process-improvement mindset.
• Collaborative team player with a client-first mindset and a passion for creating exceptional customer experiences.

Ideal candidates have some exposure or familiarity with the following:

• Experience in market research, insights platforms, or data-heavy SaaS products.
• Experience in SaaS or digital platforms, working on AI/ML-powered products.
• Understanding of machine learning fundamentals, such as supervised vs. unsupervised learning, NLP, model training, validation, and deployment.
• Experience collaborating with UX/UI teams, data scientists, ML engineers, and cloud engineering teams
• Familiarity with ML tools and frameworks (e.g., Open AI, Perplexity, ChatGPT) and cloud platforms (AWS, Azure).
• Excellent communication skills, with the ability to bridge technical complexity and business strategy for diverse stakeholders.

Compensation, Benefits, and Culture

• Medical, Dental, and Vision Insurance - Large carriers on a national level (domestic partner coverage included)
• 401k with Company Match
• Flexible PTO - Feel no guilt in taking off a minimum of 3 weeks of “real” vacation time
• Paid Parental Leave
• 12 Paid Company Holidays
• Base salary range for this role is $110,000 - $120,000

Hall & Partners is an equal opportunity employer and recognize the importance of a truly diverse workforce. Our teams possess a rich mixture of talent where everyone’s contribution is encouraged and valued
We maintain an Equal Opportunities, Diversity and Anti-Harassment Policy to inform, guide and encourage equal opportunities practices within the Company. We welcome applications from individuals regardless of age, gender, ethnicity, disability, sexuality, social background, religion and/or belief.

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