Title: Sr. Customer Success Manager

Location: New York, NY

Reporting Structure: COO

Company Description

Our client is on a mission to revolutionize how employers stay connected with their former colleagues. They believe relationships matter and they’re here to provide a simple, affordable, and automated solution that keeps those connections alive. They are a seed-stage company (~ $13M in venture capital from Tier 1 funds) that has assembled some of the best builders, designers, and product minds to reimagine the future of work. They believe values aren't just a top-down process but a collective effort. Their values: integrity, balance, growth, and results, guide us in decision-making and shape our behavior. They speak their truth, keep their promises, and trust each other. They embrace failure, curiosity, and continuous improvement. They ask questions without fear of judgment. They value harmony within themselves, their team, and their community because they understand that it leads to better results. They look at outcomes over outputs and enjoy working hard (and having fun) together. They’re not a 9-to-5 company. They push hard when the work demands it and give each other space when it doesn’t. Their culture is grounded in trust and accountability. Their co-founders are seasoned entrepreneurs who know building a company is a marathon, not a sprint. They care deeply about what they’re building and the people building it.

Quick facts:

• Seed stage, ~$13M raised from Tier 1 funds
• Hundreds of companies already use the AI-powered platform
• Led by a founding team that has raised venture funding multiple times.
• Advised by former CHROs

This Role

This role is 60% owning enterprise clients in your book of business, and 40% building systems to operationalize our Customer Success dept. You'll work closely with the COO and a fellow CSM. You’ll be a player / coach within our Customer Success organization, owning the strategic vision for the department, build processes to support scaling, while also managing customer accounts and the team (currently 1 incredible CSM). Building and operationalizing foundational systems. 60% clients / 40% building CS systems

Responsibilities

• Own customer deliverables and timelines.
• Track every onboarding, integration, and customer commitment, and make sure each one ships on time.
• When something is at risk, you catch it early and communicate it clearly.
• Keep the team organized and accountable for your clients.
• Run the cadence that keeps Product, CS and Engineering aligned on priorities and deadlines, and follow up so nothing stalls.
• Set the standard for responsiveness.
• Define how quickly and how well we respond to customers, and put the systems in place so we meet that standard consistently.
• Build for scale.
• Improve how we use our existing tools and processes, streamline what's clunky, and build more robust workflows as our customer base grows.
• Be the senior customer voice.
• Build trusted relationships with CHROs, People leaders, and IT stakeholders, lead difficult conversations, and turn at-risk accounts around.
• Use data to stay ahead.
• Track customer health, responsiveness, and delivery metrics so we spot problems before customers do.

Is this you?

• 5+ years in B2B SaaS Customer Success, Account Management, or customer-facing delivery roles, including meaningful time at early-stage startups.
• Strong project and program management skills, with a track record of keeping cross-functional teams, including engineers, on schedule against customer commitments.
• Experience building processes, playbooks and systems within a CS team and managing a portfolio of enterprise customers.
• You naturally recognize patterns and find yourself building systems to operationalize work for you and your team.
• A highly organized, detail-oriented approach.
• You're the person who makes sure follow-ups happen and deadlines hold.
• Excellent communication skills, from calming a frustrated customer to presenting to a CHRO.
• Comfort working with data, defining metrics, and building simple dashboards to track what matters.
• Experience improving and scaling processes in a fast-moving environment.

Preferred Qualifications

Experience with HubSpot, Linear, Notion

#Perks

$120 - 165K (depending on experience) On average, we come into the office 3 times per week, but we embrace a hybrid work environment and encourage our team to work where they are most comfortable.