Customer Success Manager

Location: New York, NY (open to candidates relocating; must be able to work in-office regularly)

Industry: Vertical B2B SaaS (serving technical/professional users)

Compensation: $90,000-$110,000 base + variable compensation (target $110,000-$130,000 OTE
, variable capped based on account assignments and expansion opportunity)

Our partner is a fast-growing vertical SaaS company building software used by highly technical and professional end users. The team is small, customer-obsessed, and scaling quickly—meaning Customer Success is a core function with real ownership and the opportunity to help build repeatable processes as the customer base grows.

Our partner is hiring a Customer Success Manager to independently manage a high-volume book of SMB customers while also helping build the operational foundation of the CS function. This role is ideal for someone who can juggle multiple accounts and stakeholders, run strong product demos and onboarding, and drive renewals and upsells through proactive relationship management.

You may be earlier in your CS career (1-2 years) and ready to grow quickly into a full Success Manager seat, or you may have 3-4 years of experience and be exceptionally strong. Either way, you'll be expected to operate with autonomy, develop deep platform fluency, and help formalize the team's playbooks for onboarding, training, renewals, and ongoing customer engagement.

• Manage a book of ~40-60 SMB accounts
  , supporting 200+ individual users across stakeholders
• Lead customer demos, onboardings, and training sessions; become a trusted product expert
• Drive renewals and identify expansion opportunities (upsells) through proactive account management
• Build and iterate CS operating processes: onboarding SOPs, training materials, renewal workflows, and internal documentation
• Track account health, engagement, and renewal risk; communicate clearly and follow through consistently
• Partner cross-functionally (Sales, Product, Ops) to surface product feedback and improve the customer experience
• Help scale a small CS team by establishing repeatable best practices

• 1-3+ years of customer success, account management, or client-facing experience in a software environment (flexible for exceptional candidates)
• Demonstrated ability to independently manage multiple accounts (preference for experience handling high-volume books, not single-account ownership)
• Comfort supporting many stakeholders and users across accounts; strong organization and prioritization
• Strong product aptitude: confident running demos and onboarding, and becoming highly fluent in a platform quickly
• Interest in building process: excited to create and improve playbooks, SOPs, and repeatable workflows
• Preferred: some experience with renewals/upsells or account management that includes a commercial component (not a pure sales profile)
• Preferred: experience in vertical SaaS and/or working with technical or highly credentialed end users (e.g., life sciences, med tech, finance, CPG/food science, or similar)
• Ability to work in-office 3-4 days per week in NYC