Customer Success Manager - SMB & Enterprise

Role Overview

The Customer Success Manager (CSM) owns the end-to-end customer relationship after sale. You’ll ensure customers onboard smoothly, adopt the platform, and achieve measurable outcomes. You’ll be a trusted partner to customer leaders and a strong internal advocate—working closely with Sales, Product, and Operations to drive retention, expansion, and long-term partnerships.

This is a good fit for someone who thrives in ambiguity, enjoys wearing multiple hats, and is motivated by helping customers succeed.

• Serve as the primary point of contact for a portfolio of customers

• Build strong relationships with customer leadership and frontline operational teams

• Represent the company to customers and act as the voice of the customer internally

• Maintain regular, proactive communication to ensure trust, alignment, and satisfaction

• Lead bi-weekly and monthly customer meetings covering:

  • Onboarding and implementation progress

  • Product usage, success metrics, and KPIs

  • Feedback, risks, and open issues

• Use data and customer health indicators to deliver insights and recommendations that improve adoption and outcomes

• Identify risks early and take action before they become escalations

• Triage and coordinate issue resolution across internal teams

• Ensure clear communication, fast follow-through, and documented closure

• Partner with Sales on pilots, renewals, and expansion opportunities

• Share customer insights with Product to inform roadmap and improvements

• Collaborate with Product and Engineering on testing, troubleshooting, and operational workflows

• Lead onboarding in partnership with customer teams and internal Sales/Product stakeholders

• Train end users—including platform users and older adults—so they feel confident using the product

• Ensure customers are enabled with the right materials, workflows, and best practices

• 5+ years in Customer Success, Account Management, or a similar customer-facing role

• Experience working with enterprise customers (healthcare experience preferred)

• Experience managing a large book of business (100+ accounts)

• Experience working with technology or SaaS products

• Comfort operating in fast-changing, startup-style environments

• Bachelor’s degree required

• Strong communication, relationship-building, and stakeholder management

• Comfortable working with KPIs, dashboards, and customer health metrics

• Strong presentation and facilitation skills

• Highly organized with sharp attention to detail

• Able to juggle multiple priorities without dropping the ball

• Proactive, solutions-oriented, and self-motivated

• Fast learner with a continuous improvement mindset

• Comfortable using AI tools to improve productivity and daily workflows

• You’ll directly impact customer outcomes, retention, and expansion

• You’ll help define what “great customer partnership” looks like as the company scales

• You’ll influence product direction by consistently bringing customer insights to the table

• $70,000–$80,000 base salary

• Equity

• Medical, dental, and vision coverage

• Fully remote work environment

• Unlimited PTO

• Growth opportunities as the company scales

• Options to work hybrid from the NYC office