Customer Success Manager - B2B SaaS | SMB​/Equity

Coda Search is proud to partner with a fast-growing, venture-backed B2B SaaS company serving compliance teams at financial services firms to find a Customer Success Manager focused on their SMB segment. This role is based in Manhattan and is on-Site

Location: New York, NY (On-Site) - Manhattan

Variable: $30,000 -- $40,000

OTE: Up to $150,000

Equity: Stock options included

Benefits: Full medical, dental, and vision coverage; unlimited PTO; L&D budget; retirement plan with employer match.

• Real ownership over a large book: You will carry NDR and GDR targets on a High-Volume SMB segment. This is not a support role dressed up as CS -- you own retention and expansion outcomes.
• Build the motion, then run it: You will help design the SMB coverage model and 1:many programs alongside the CS Ops and engineering teams, then be the operator who executes against it at scale.
• Founder proximity at a high-growth company: This is a small, fast-moving team. Your feedback directly shapes product priorities. You will have visibility and influence that does not exist in a larger CS org.
• Strong comp with real upside: Base up to $120K, OTE up to $150K, plus equity in a well-capitalized company with demonstrated ARR growth and a platform built to expand within accounts.

• Own SMB retention and expansion: Carry annual Net Dollar Retention and Gross Dollar Retention targets across a high-volume book of accounts.
• Run a tiered coverage model: Design and execute a 3-tier approach -- direct engagement for top accounts, programmatic touch for the mid-tier, and automation-driven coverage for the tail.
• Drive 1:many programs: Run customer webinars, lifecycle email campaigns, and segment-wide plays timed to regulatory moments such as annual review prep and exam cycles.
• Intervene on at-risk accounts: Run the weekly SMB risk review, triage yellow and red accounts, and execute documented save plays using health scoring data.
• Identify expansion at scale: Use usage signals and renewal-distance triggers to surface SMB expansion opportunities and advance them through a documented pipeline.
• Close the product feedback loop: You are closer to more customers than anyone else on the team. Synthesize SMB feedback into structured input for the product and engineering team.
• Build playbooks that outlast you: Document the scaled-motion playbooks as you build them so the next CSM you help hire can inherit a real foundation.

• You have run a high-volume SMB book: 2+ years owning a scaled or pooled SMB segment with a 1:many motion. You have managed large account counts, not just large accounts.
• You have grown in early-stage environments: Series A to Series C background is preferred. You understand where onboarding breaks, what to automate, and what still needs a human.
• You own numbers: You are comfortable carrying retention and expansion targets and know how to translate customer health signals into commercial outcomes.
• You have run 1:many programs: Webinars, lifecycle campaigns, and segment-wide plays are part of your toolkit -- not things you have only heard of.
• You are data-driven: You use health scores, usage telemetry, and renewal-risk data to prioritize your day without needing someone to tell you where to focus.
• You build, then operate: You are energized by creating playbooks and processes from scratch. A fully built system to manage is not what you are looking for.