Customer Success Manager

Customer · New York · Hybrid $140,000 to $180,000 OTE depending on experience ($70,000 to $90,000 base) + equity Help Attest customers get more value from the platform, drive usage across a broad customer portfolio, and manage renewals that strengthen retention and growth. The Opportunity Attest helps brands make better decisions by connecting them to consumer insight quickly and at scale. This role is about making sure our customers don't just have access to Attest, but continue to see value from it throughout their subscription. As a Customer Success Manager, you'll manage a portfolio of customers, helping them maximise platform usage, achieve their research goals and renew successfully. You'll combine product knowledge with commercial awareness to help customers get the most from Attest, building relationships with key stakeholders, understanding what success looks like for each customer and proactively identifying opportunities to strengthen those partnerships. This isn't a reactive support role. You'll own customer engagement, account health and renewals, balancing great customer experiences with strong commercial outcomes. You'll work closely with Sales, Product and Support to help customers get the most from Attest while identifying risks early and acting before they become problems. It's worth being honest about what makes this hard. Every customer is different, and you'll be managing multiple priorities at once. The people who thrive in this role are organised, proactive and commercially minded. They enjoy building relationships, solving problems and creating value for customers over the long term. If that sounds like the kind of challenge you're looking for, we'd love to hear from you. What you’ll be doing Customer Partnerships: Build trusted relationships across your customer portfolio, developing a strong understanding of each customer's objectives, stakeholders and success measures to help them realise long‑term value from Attest. Platform Adoption & Customer Enablement: Drive platform and credit usage by helping customers embed Attest into their ways of working. Deliver platform training, share survey best practices and help customers maximise the value of their research. Customer Health: Proactively monitor account health, identifying risks early, creating mitigation plans and re‑engaging customers to improve adoption and reduce churn. Renewals: Own the renewal process from forecasting through to commercial conversations and negotiations, ensuring customers continue to see value while delivering strong retention outcomes. Growth Opportunities: Identify opportunities to grow existing customer relationships through new use cases, teams or stakeholders, partnering with colleagues where appropriate to maximise customer value. Cross‑functional Collaboration: Work closely with Sales, Product and Support to share customer insights, resolve challenges and deliver a seamless customer experience. Portfolio Management & Continuous Improvement: Maintain strong commercial discipline through accurate forecasting, account planning and clear visibility of customer health, platform usage, risks and opportunities, while helping evolve Customer Success through improved processes, playbooks and best practice. What’s in it for you? Own meaningful customer relationships while taking responsibility for commercial outcomes across usage, renewals and growth. Develop your commercial skills across retention, negotiation and customer growth. Work with leading brands, helping them use consumer insight to answer real business questions and make better decisions. Join a growing Customer Success team where your ideas can influence how we support customers, improve processes and scale the function. Build broad account strategy skills, from stakeholder management and success planning to portfolio prioritisation and customer health. Be part of a collaborative culture, working closely with Sales, Product and Support to deliver exceptional customer experiences. What you'll bring 3+ years' experience in Customer Success, Account Management or a similar customer‑facing role within a SaaS, subscription or technology business. Experience managing a customer portfolio, balancing engagement, usage, risk, renewals and growth opportunities. A strong understanding of customer value, with the ability to connect adoption and outcomes to continued investment. Commercial confidence across renewals, risk management and growth conversations. Strong relationship‑building skills, with the ability to build trust, ask good questions and understand stakeholder priorities. An understanding of, or genuine passion for, market research and helping customers use consumer insights to make better decisions. Excellent organisation and follow‑through across customer conversations, renewal timelines and internal priorities. Our benefits Work from anywhere up to 20 days a year. 25 days holiday per year plus additional festive days. Private Medical Insurance. 1 day per quarter to do charity or community work. Family friendly benefits, including enhanced parental leave (18 weeks paid leave for primary carer), up to 12 weeks paid leave for premature births and neonatal care and paid leave for IVF and fertility treatment and pregnancy loss. We want to give everyone the opportunity to showcase their best selves during the interview process and beyond. Do let us know if there are any adjustments you’d like to make to ensure it’s more inclusive – we’re learning too, so we’re more than happy to adapt and accommodate where possible. #J-18808-Ljbffr