Customer Success Manager

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Customer Success Manager overseeing strategic accounts, driving retention and expansion. Managing onboarding and customer engagement initiatives to enhance software utilization and customer satisfaction.

Posted 6/30/2026full-timeNew York City • New York • 🇺🇸 United StatesMid-LevelSenior💰 $85,000 - $115,000 per yearWebsite

About the role

Key responsibilities & impact

Own renewal health, executive relationships, and proactive churn risk for your accounts; carry GRR for your book
Run onboarding (0–60 days): kickoff in week 1, a written success plan within 48 hours, and day-30/day-60 milestones, with TSM support in parallel
Drive steady-state engagement through monthly signal-driven check-ins and QBRs with executive attendance
Identify expansion opportunities to the CSQL threshold and hand off to Account Management for commercial close
Manage renewals starting 90 days out, with plays segmented by account health (green: formality; yellow: joint with Head of Renewals; red: escalated recovery)
Partner with Technical Success on escalations and architecture health, and surface customer feedback to Product

Requirements

What you’ll need

3+ years in customer success, account management, or a customer-facing commercial role
Experience managing renewals and contributing to retention or expansion outcomes
Strong relationship-building and executive communication skills
Analytical mindset; comfortable using product and account signals to prioritize
A customer-centric approach and the ability to thrive in a fast-paced environment

Benefits

Comp & perks

Comprehensive health coverage
401(k) matching
Wellness and work enablement stipends
Generous PTO
A Sabbatical program

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

Customer-Centric ApproachAdaptability in Fast-Paced Environment