Client Success Manager

About the Position

At Supporting Cast, we are passionate about the transformative power of podcasting. Our expertise lies in delivering private audio content for prominent public subscriptions such as NPR, SiriusXM, and The Rest Is History. Additionally, we enable leading companies to integrate podcasting into their internal communication strategies, fostering informed, engaged, and satisfied teams.

Major remote and hybrid organizations utilize podcasts to connect with their workforce within familiar podcast apps. We ensure an enjoyable listening experience while maintaining rigorous security standards, including SOC 2 certification and Single Sign-On (SSO) to restrict access strictly to employees.

Role Overview

The Client Success Manager will partner with internal communication leaders at forward-thinking companies to optimize their podcast and internal communications programs. As the pioneer in this new role and team, you will enjoy significant flexibility and the chance to shape and expand the function within Supporting Cast.

Your responsibilities include onboarding new partners, facilitating their launch, supporting their ongoing content, and gaining insights into how private audio enhances employee engagement globally. You will report directly to the General Manager of Internal Podcasting.

Key Responsibilities

• Guide internal podcasters through software setup, strategic communication planning, and tactics for promoting podcast adoption among employees.
• Provide proactive consulting to clients to increase employee audience engagement, share best practices, and encourage innovative approaches to internal podcasts and communications.
• Build strong, trusted relationships with clients to serve as a reliable adviser in internal communication efforts.
• Develop and enhance support materials such as FAQs, guides, and templates to streamline client self-service and improve their experience.

Required Qualifications

• Between 1 to 3 years of experience in customer success, account management, or employee engagement communications.
• Exceptional written and verbal communication abilities.
• A deep commitment to enhancing the employee experience and ensuring partners feel well-supported.
• A problem-solving mindset characterized by resourcefulness, curiosity, and advocacy for clients.
• An enthusiasm for improving the future of work to be more human-centered and rewarding for employees.
• Familiarity with remote work environments and proficiency in productivity tools, including Google Suite, Slack, and Notion.
• An interest in leveraging Artificial Intelligence tools to scale company growth effectively.
• A genuine appreciation for podcasts and understanding their value for distributed teams.

Preferred Attributes

• Background in customer success within SaaS platforms geared toward HR or internal communications.
• Experience managing multi-channel internal communication either in-house or through an agency.
• Prior work experience in hybrid or remote companies with over 1,000 employees.
• Demonstrated ability to expand accounts across different organizational functions.

Why Join Supporting Cast?

You will play a pivotal role in making workplaces more connected, informed, and engaging by introducing the power of podcasting. Having developed one of podcasting's leading subscription platforms for public podcasters, Supporting Cast now focuses on enhancing employee experiences at renowned companies worldwide.

As the first hire for this role, you will have considerable ownership, exposure to startup culture, and the responsibility to set high standards for the team. We offer competitive compensation and benefits within a remote-first, mission-driven, and family-friendly environment.

Company Overview

Supporting Cast is an innovative podcast and internal communication platform designed to help companies foster a more human work environment by seamlessly distributing audio content through popular podcast apps. Our membership platform for top podcasts helps publishers grow and manage paying audiences through smart integrations, analytics, and payment solutions.

We operate as a small, fully remote organization dedicated to advancing the audio medium’s future. Supporting Cast is part of the Graham Holdings Company (NYSE:GHC), a diverse holding company with interests in education, health care, broadcasting, automotive, manufacturing, hospitality, and technology sectors.

Benefits

We provide a comprehensive benefits package that allows eligible employees to select plans that best suit their needs and those of their families. The offerings include three subsidized medical plans and two dental plans, all administered by Aetna, which can be combined with flexible spending accounts.