Customer Success Manager

The Role

Raydar is recruiting for this role on behalf of our client. Own the ongoing relationship with a growing portfolio of customer accounts once initial setup is finished. Watch account health, answer technical questions, and uncover ways to grow usage. This is an early, high-ownership position where you will shape the process as you go.

Act as the everyday point of contact for a growing portfolio of accounts after launch.

Track usage, performance and health indicators to spot churn risk and step in early.

Resolve technical and configuration questions independently, and pass anything beyond your scope to engineering.

Identify new use cases and offerings that suit each customer and drive expansion revenue.

Fine-tune product settings to improve results for customers over time.

Take over accounts from the implementation team smoothly and keep satisfaction steady through the transition.

At least 3 years in a technical customer-facing role, such as customer success or solutions work.

Comfort discussing technical topics with engineering and product colleagues.

Proven ability to juggle many accounts at once, with clear written and verbal communication and quick responsiveness.

A commercial mindset, with a track record of spotting and closing upsell or expansion opportunities.

Skill in troubleshooting technical issues and handing off complex problems with clear, precise context.

Living in New York City and available to work on-site.

Time at a startup in AI, SaaS or automation where customers needed hands-on enablement.

Working knowledge of AI tooling, prompt design or workflow automation, enough to adjust settings without engineering help.

Background managing customer accounts at a young company with few established processes.

New York City, NY, United States

On-site

Full-time

Equity

Commission on upsells

Retention bonuses