Customer Success Manager

Customer Success Manager (Hospitality and Property Management Technology) New York, NY | On-site The Role EqualAccess is partnering with a well‑established and fast‑growing technology company transforming how short‑term rental and boutique hospitality portfolios run day‑to‑day. Their platform focuses on smart automation, operational efficiency, and guest experience, and they are currently rebuilding their core technology stack from the ground up. That context matters: this is a company in active product evolution, backed by strong investment, with an AI‑driven culture that shapes how every team works, including this one. The Customer Success Manager will own the onboarding journey for new customers, from signed contract through confident, successful platform launch. You will run kickoff calls, guide configuration and training, build project plans, and work closely with the CS and Solutions Lead to make onboarding faster and more repeatable over time. This is a hands‑on, customer‑facing role where you are building the engine while running it. This is not an account management or renewal‑focused role. The core of the work is onboarding, and the expectation is that you bring structure, not wait for it. What This Role Is, and Is Not This role is: A customer‑facing onboarding position where you own each engagement from contract to go‑live A build‑as‑you‑go role, where improving and documenting the process is as much a part of the job as executing it Deeply AI‑integrated, meaning you are expected to use tools like Claude and Notion AI to draft, summarize, systematize, and automate before defaulting to manual work A close partnership with the CS and Solutions Lead to iterate on playbooks, documentation, and onboarding content An early‑stage opportunity with real visibility into product development, as your customer insights feed directly into engineering This role is NOT: A renewals, upsell, or commercial account management role A support or reactive helpdesk function A role where structure and process will be handed to you A remote or hybrid position (fully on‑site in NYC) A fit for someone who treats AI tools as optional Required Experience & Traits 1 to 3 years in SaaS onboarding, customer success, account management, consulting, or a comparable customer‑facing role Comfortable running customer meetings end‑to‑end, including kickoffs, configuration walkthroughs, and training sessions Familiarity with CRM and CS tooling (HubSpot, Intercom, Notion, Zendesk, or similar) Active, daily use of AI tools such as Claude or ChatGPT for drafting communications, summarizing calls, building documentation, or removing repetitive manual work Organized and detail‑oriented, able to manage multiple customer engagements simultaneously without things falling through Clear and direct communicator with customers and internal teams alike Bonus: experience with no‑code or light‑code automation tools (Zapier, n8n, or similar) Bonus: background in hospitality, property management, or a related industry Key Responsibilities Onboarding Ownership Own the full onboarding lifecycle for new customers, from contract through go‑live Lead all onboarding calls including kickoffs, configuration sessions, training, and launch Build and manage onboarding project plans, checklists, and customer task timelines AI‑Powered Efficiency Use AI tools (Claude, Notion AI, and internal tooling) to create project plans, draft communications, and synthesize patterns across accounts into structured, actionable feedback Develop onboarding content including guides, videos, and templates, building with AI rather than around it Continuously reduce manual overhead in recurring onboarding tasks through automation Process & Playbook Development Partner with the CS and Solutions Lead to iterate on onboarding processes, playbooks, and documentation Turn a working onboarding motion into a repeatable, scalable engine over time Surface customer insights to the Engineering team in a structured, consistent format, not as one‑off anecdotes Customer Health & Readiness Monitor onboarding health signals and proactively address blockers before they delay launches Build deep product expertise and guide customers through best practices at every stage Ensure every customer finishes onboarding confident, trained, and ready to succeed Compensation Base salary: $100,000 to $115,000 Uncapped commission with an on‑target earnings range of $130,000 to $140,000 Equity ownership 401(k) match Health insurance #J-18808-Ljbffr