Customer Success Manager

Customer Success Manager

Location: New York, NY (On-site)

Salary: $70,000-$85,000

A growing SaaS company is seeking a relationship-driven Customer Success Manager (CSM) to join its expanding team. This role is ideal for someone who is passionate about delivering exceptional customer experiences and helping clients maximize the value of their technology investment.

As the Customer Success Manager, you will own the entire post-sale customer journey—from onboarding and implementation through adoption, retention, and account growth. You'll serve as the trusted advisor for your portfolio of clients, ensuring they achieve their business goals while identifying opportunities to expand the partnership.

• Serve as the primary point of contact for clients, building trusted, long-term relationships.
• Manage the complete customer lifecycle, including onboarding, implementation, training, product adoption, renewals, and retention.
• Develop strategic success plans that help customers achieve measurable business outcomes.
• Identify opportunities to expand customer relationships through additional products and services.
• Conduct regular business reviews, check-ins, and training sessions via phone, video, email, and webinars.
• Partner with Sales, Product, Support, and Implementation teams to ensure a seamless customer experience.
• Monitor customer health, engagement, and adoption metrics, proactively addressing risks before they impact retention.
• Track key customer success KPIs and provide regular reporting and insights to leadership.
• Prepare customer presentations, reports, and performance reviews that demonstrate product value and identify opportunities for improvement.
• Help develop customer success processes, best practices, knowledge base content, and educational resources.
• Advocate for customers internally by communicating feedback, feature requests, and product enhancement opportunities.

• Bachelor's degree in Business, Marketing, Communications, or a related field preferred.
• 5+ years of Customer Success, Account Management, or Client Services experience within a SaaS or technology environment.
• Proven ability to manage multiple client relationships while driving customer satisfaction and retention.
• Excellent communication, presentation, and relationship-building skills.
• Strong project management and organizational abilities with exceptional attention to detail.
• Ability to thrive in a fast-paced, deadline-driven environment while managing multiple priorities.
• Collaborative team player with a proactive, customer-first mindset.
• Experience using CRM and customer success platforms is preferred.
• Strong analytical and problem-solving skills with the ability to translate customer data into actionable recommendations.

Compensation

• Base Salary: $70,000-$85,000

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• 401(k)

If you're passionate about building meaningful client relationships and helping customers succeed, we'd love to hear from you.

Please submit your resume for confidential consideration. Qualified candidates will be contacted with additional information regarding the company and opportunity.