About Us

Goldcast is an AI-powered B2B Video Campaign Platform that transforms marketing by putting video and events at the heart of the customer journey. Thousands of enterprise B2B marketers, from companies like 6Sense, LG, Zuora, and Mailchimp, leverage Goldcast to more effectively get in front of their audience, repurpose and create engaging and consumable video content, and capitalize on brand authority and intent.

Goldcast was founded in mid-2020 at Harvard Business School. Since then, we have raised over $40mn, built a bi-continental team of excellent teammates, and are one of the market leaders in the enterprise digital events space. We count 400 great B2B firms as customers and were recently featured in G2's list of 100 fastest-growing software companies.

Position Overview

We're looking for a thoughtful, hands-on Manager of Customer Success to lead, coach, and grow our Customer Success Management team. You’ll support our CSMs in delivering exceptional experiences to customers, while also rolling up your sleeves to join high-stakes conversations, clear roadblocks, and bring operational clarity to our processes.

This role is a unique blend of people leadership, strategic thinking, and direct customer impact. It’s perfect for someone who loves mentoring others, thrives in a fast-paced, collaborative environment, and wants to help shape how Goldcast shows up for our customers.

What You’ll Do:

Championing Customer Impact

• Join key customer calls to support renewals, troubleshoot issues, or help navigate complex situations.
• Offer strategic input post-call and follow through on internal action items.
• Own a small book of high-impact or high-risk accounts as needed.

Coaching & Growing the Team

• Hold weekly 1:1s with each CSM to support development and unblock challenges.
• Deliver ongoing call coaching (live or async) with actionable, tailored feedback.
• Lead onboarding for new team members and guide continuous enablement.

Internal Communication & Admin

• Represent your team in cross-functional meetings and leadership check-ins.
• Keep team documentation organized (e.g., Notion, Book of Business updates).
• Communicate updates clearly and efficiently to both your manager and your team.

Driving Projects & Improvements

• Lead or contribute to key strategic projects each quarter to improve how we operate.
• Build repeatable tools, playbooks, and templates that make the team stronger.
• Proactively identify and solve process gaps before they escalate.

Forecasting & Strategic Planning

• Own renewal forecasting and share insights with Customer Experience and leadership.
• Track key risks and opportunities across your team’s portfolio.
• Speak to segment and account health at an executive level with clarity and confidence.

What Helps You Thrive in This Role

• Customer Empathy & Communication: You listen deeply, speak clearly, and advocate for both the customer and the team. You're the steady presence in a tough conversation.
• Coaching & Talent Development: You love helping people grow. You give feedback that’s kind, direct, and effective — and you track progress over time
• Operational Rigor: You keep things moving and well-documented. Your team and peers trust that nothing will fall through the cracks.
• Strategic Insight: You connect the dots between daily actions and long-term goals — and help your team do the same.
• Cross-Functional Collaboration: You build strong partnerships with Sales, Product, Support, and beyond. You’re comfortable navigating across teams and priorities.
• Ownership & Accountability: You don’t wait for someone else to solve the problem — you take initiative, follow through, and bring others along.

What You Bring

• 5+ years in Customer Success, Account Management, or a related B2B SaaS role
• 1–2+ years in a people management or team lead capacity
• Excellent communication and stakeholder management skills
• Solid forecasting instincts and comfort with data-driven decision making
• Familiarity with CS platforms, CRMs, and health tracking tools (e.g., Salesforce, Gainsight, Catalyst)

What Success Looks Like

• You’re regularly joining and adding value to key customer calls
• Your team receives structured coaching and grows stronger over time
• Strategic projects are scoped clearly and delivered on schedule
• Forecasts are reliable — and your leadership team trusts your judgment
• You raise the bar on how Goldcast serves our customers

Compensation:

Goldcast is a remote organization with access to an office in Boston for occasional gatherings.

Goldcast.io offers a competitive salary, benefits package, and opportunities for professional growth and development. The salary range for this role is $110,000-$140,000 plus variable compensation, with flexibility based on the candidate's qualifications and experience.

Goldcast.io is an equal opportunity employer and values diversity within our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.