Senior Customer Success Manager

Senior Customer Success Manager

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

What We're Looking For

Bonus Points For :

Benefits

At Modulate, we prioritize people and sustainabilitybecause doing great work requires feeling supported and safe. Some of our key benefits include :

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 beyondand 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 peopleand we're building technology that does the same.

Ready to join us? Apply here or reach out directlywe're excited to meet you.

A quick note as you apply : We kindly ask that you apply through the website rather than emailing careers@modulate.ai. For the questions "Your fit for the role," "Your values / goals," and "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.