Multitude Insights

Senior Customer Success Manager

Multitude Insights

full-time

Posted on:

Location Type: Remote

Location: New York • United States

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Salary

💰 $140,000 - $160,000 per year

Job Level

Senior

About the role

  • Build the Customer Success Function
  • Help operationalize the full customer journey - from onboarding to adoption, expansion, and renewal.
  • Create scalable playbooks, engagement cadences, reporting, and tooling across HubSpot, Notion, Slack, and Linear.
  • Define how we measure and communicate value realization across agencies.
  • Ensure agencies achieve measurable outcomes from BLTN.
  • Proactively surface insights, feature adoption opportunities, and workflow improvements.
  • Use data to identify risk, strengthen engagement, and support expansion.
  • Develop and deliver Quarterly Business Reviews to command staff and agency leadership, focused on proving business value and strategic alignment.
  • Manage the renewal process and forecast for all assigned accounts, ensuring high retention rates and predictable revenue streams.
  • Serve as the internal SME on customer workflows and priorities.
  • Partner closely with Product and Engineering - comfortably collaborating in tools like Linear - to influence roadmap decisions.
  • Provide informed, trust-based recommendations grounded in frontline experience.
  • Act as a trusted advisor to investigators, crime analysts, command staff, and agency leadership.
  • Navigate complex, multi-stakeholder public sector relationships with credibility and clarity.
  • Ensure BLTN becomes core intelligence infrastructure within partner agencies.
  • Cultivate strong reference accounts and secure customer participation in case studies, testimonials, and marketing events to support revenue generation.

Requirements

  • 6+ years in Customer Success, Account Management, or similar strategic customer-facing roles.
  • Experience in early- to growth-stage startups (Series A–C/D preferred).
  • Government technology or public sector experience is strongly preferred.
  • Demonstrated career progression with increasing ownership and impact.
  • Proficiency in HubSpot, Slack, Notion, and comfort collaborating in tools like Linear or Jira.
  • Experience working in fully remote environments.
Benefits
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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successaccount managementdata analysisbusiness value measurementreportingworkflow improvementsrenewal process managementquarterly business reviewsstrategic alignment
Soft Skills
trusted advisorcommunicationcollaborationrelationship managementinsight generationproactive engagementcredibilityclarity