Customer Success Manager

Role Overview

The Customer Success Manager owns retention and growth across a top segment of accounts, partnering with Sales, Product, Marketing, and Support. They will be accountable for retaining and growing these customers, protecting renewals, deepening adoption, and finding expansion opportunities.

What You Will Do

Responsibilities include retention and renewals, growth and expansion, strategic relationships and advocacy, and being the voice of the customer. This includes owning retention for a book of top-segment accounts, driving product adoption and customer expansion, building long-term relationships with executives and end users, and understanding customer pain points and funneling feedback to Product and other stakeholders.

Why It Might Be a Fit

A great fit for this role has 5+ years in Customer Success, Account Management, or a similar customer-facing role at a B2B SaaS company, experience owning a book of high-value accounts, and a track record of hitting or beating retention, NRR, and expansion targets.

Requirements

• 5+ years in Customer Success, Account Management, or a similar customer-facing role at a B2B SaaS company
• Experience owning a book of high-value accounts through renewal and expansion
• A track record of hitting or beating retention, NRR, and expansion targets
• Confidence building relationships with and presenting to executive stakeholders
• Strong commercial instincts: you can spot an expansion opportunity and help move it forward
• Experience analyzing usage and health data to spot risk and growth opportunities
• Hands-on experience with a CRM or CS platform (e.g., HubSpot, Vitally)
• The ability to work from New York City (you live there or can commute)