Customer Success Manager

Customer Success Manager, Mid-Market – New York, NY (Onsite) About Our Client High-growth AI SaaS company building an intelligent platform for modern revenue and operations teams Backed by leading investors and serving fast-scaling mid-market and enterprise customers Mission-driven, customer-obsessed, and operating in a highly collaborative, in-person culture The Role Own post-sale outcomes for a portfolio of mid-market customers Act as the primary relationship owner from onboarding through renewal and expansion Serve as the quarterback for each account, coordinating internal teams to deliver a seamless customer experience Fully onsite role in New York City What You’ll Do Own customer relationships from implementation handoff through adoption, renewal, and growth Partner closely with Implementation to ensure strong kickoff, goal alignment, and successful go-live Develop deep fluency in the product and guide customers on best practices and effective usage Lead recurring customer check-ins and business reviews focused on value realization and optimization Proactively identify and mitigate risk, driving predictable and timely renewals Coordinate cross-functional collaboration with Product, RevOps, Support, and Engineering, owning communication and follow-through Act as the voice of the customer, sharing insights and feedback to improve CS playbooks, enablement, and lifecycle processes Contribute to building and evolving the Customer Success operating model as the company scales What We’re Looking For Experience & Seniority 3–6 years of experience in Customer Success or Account Management at a B2B SaaS company Proven experience owning renewals and driving measurable customer outcomes Demonstrated track record building 0→1 in an early-stage startup environment (ideally joined at Seed stage) with meaningful company progress across customers, revenue, and team growth Prior experience in high-growth startup settings with comfort operating in ambiguity Full-cycle CSM experience spanning implementation through renewal and expansion Strong indicators of intellectual rigor and learning ability (e.g., high academic attainment, top-tier universities, or equivalent signals) Core Skills & Attributes Highly detail-oriented with a true “nothing drops” mindset and strong operational discipline Clear, confident communicator able to explain technical or product concepts in simple, customer-friendly terms Demonstrated ownership, accountability, and strong organizational skills Ability to manage multiple stakeholders and priorities in a fast-paced environment Nice to Have Background in or deep appreciation for the restaurant or hospitality industry Experience in AI, data, RevOps, or workflow automation platforms Prior work partnering closely with Implementation or Professional Services teams Experience helping build or scale Customer Success processes in a high-growth startup Location & Work Model New York City Onsite role Base salary range: $80,000 – $120,000 Equity participation Opportunity to make a meaningful impact at a fast-scaling AI company with strong ownership culture #J-18808-Ljbffr