Customer Success Manager; Mid-Market/Enterprise
Job in
New York, New York County, New York, 10261, USA
Listed on 2026-10-03
Listing for:
RemoteLeads
Full Time
position Listed on 2026-10-03
Job specializations:
-
Customer Service/HelpDesk
Customer Success Management, Client Relationship Management
Job Description & How to Apply Below
Location: New York
Description:
- Own a portfolio of mid-market and enterprise customers across the full customer lifecycle from onboarding through expansion.
- Lead onboarding and drive customers to fast time-to-value and first value.
- Increase product adoption and ongoing engagement by guiding customers toward best practices.
- Monitor account health, identify risks early, and reduce churn through proactive customer management.
- Identify and execute expansion opportunities and partner with Sales on upsells and account growth.
- Act as the voice of the customer internally by providing structured feedback to Product and Engineering.
- Identify patterns across accounts and surface insights to improve onboarding and the product experience.
- Help build customer success playbooks, processes, lifecycle journeys, dashboards, health scoring, and reporting.
- Create repeatable systems and touchpoints that scale retention and expansion efforts.
- 2+ years of experience in Customer Success, Account Management, or a similar role.
- Experience working with SaaS products and customer life cycles.
- Experience onboarding and supporting mid-market or enterprise customers.
- Strong ability to manage relationships and drive outcomes.
- High ownership and a proactive mindset.
- Experience in eCommerce, media, or digital platforms (nice to have).
- Experience working in fast-paced or early-stage environments (nice to have).
- Familiarity with Hub Spot, Gainsight, Intercom, or similar tools (nice to have).
- Experience working closely with product teams (nice to have).
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