Customer Success Manager

Air is the first Creative Ops platform: a system of record for creative teams. Our product automates the mindless tasks that creatives and marketers do every day to manage content, unlocking creativity through image recognition, automated versioning, and approval workflows. Air launched in March 2021 and is backed by world-class venture capital firms including Tiger Global, Headline Ventures, Lerer Hippeau, Wndr Co, and Slack Ventures.

This role requires in-office attendance at least 3 days/week in New York City.

As a Customer Success Manager at Air, you’ll own a book of business, driving product adoption, expansion, renewals, and customer advocacy. You’ll act as a strategic partner to our customers, ensuring they achieve maximum value from Air while growing revenue through thoughtful account management. This is a revenue-generating role that blends relationship management with strategic business impact.

We’re seeking a dynamic, customer-obsessed, and revenue-focused individual with a passion for building meaningful relationships and driving customer success.

This role will include an quota with variable compensation, aligning your success with the company’s growth objectives.

No complainers, no egos, no excuses. Just scrappy, customer obsessed hustlers who make magic happen.

Customer Success: Manage a portfolio of customers through proactive, personalized account management focused on long-term success and actively identify upsell and cross-sell opportunities.

Own Customer Growth: Increase Net Revenue Retention (NRR) by driving renewals, expansion and reducing churn.

Drive Product Adoption: Lead onboarding, training, and customer engagement to increase feature adoption and maximize product value.

Customer Advocacy: Build relationships with key decision-makers and serve as a trusted advisor by understanding customer goals, influencing their success strategies, and advocating for their evolving needs.

Strategic Account Management: Conduct QBRs and build actionable success plans that align customer goals with product capabilities.

Data-Driven Impact: Monitor customer health metrics (NPS, churn, product adoption) and develop strategies for retention and upsell opportunities.

Cross-Functional Collaboration: Partner with Sales, Product, and Support to ensure seamless customer experiences and solve complex challenges.

You are energetic, focused, and determined to succeed at the highest level. You bring grit and a positive attitude to work every day, knowing that working at a startup means no task is too small, and no challenge is too big.

Experience

• 3+ years of experience in Customer Success or Account Management, ideally within a B2B SaaS environment.
• Proven track record of driving revenue through expansion, renewals, and product adoption.
• Proven track record of exceeding quota and/or outperforming key target metrics.
• Strong relationship management skills, with the ability to build trust and influence decision-makers at all levels.
• Exceptional storytelling and presentation skills, with the ability to create polished, impactful, customer-facing materials like onboarding guides, QBRs and success plans.
• A data-driven mindset with experience tracking key customer metrics (e.g. product usage, health score, customer engagement, expansion and retention.)
• A passion for building something special alongside a driven, collaborative and fun team. You hold yourself accountable, take pride in your work, and never settle for “good enough.”

Revenue Growth & Retention: You know how to turn customer success into serious business wins. By owning your accounts, building killer relationships, and driving product adoption like a pro, you fuel revenue growth and keep customers coming back for more.

Customer Satisfaction & Adoption: You don’t just meet goals — you exceed them. By driving product adoption and delivering standout support, you turn customers into enthusiastic partners who see real results and are excited to grow with you.

Trusted Partnerships: You’re more than just a point of contact — you’re a business partner. Customers trust you because you deliver. You help them succeed,…