Customer Success Manager

Quinn is not for everyone. We are an ambitious, early stage startup backed by top-tier investors, including a16z Speedrun, Bessemer, and Primary. We're transforming the way frontline teams scale with our AI-powered training platform that personalizes learning, gamifies engagement, and drives real results. We work with high-value, notable partners across HVAC, plumbing, pest control, facilities, restaurants, and other skilled trades and field services, and we doubled ARR in the first quarter of this year. If you've spent a few years in customer success and you're hungry to do the best work of your career so far, this is the kind of role that can change your trajectory. We're a small, elite team building an ambitious product, and we'll expect a lot. But we'll also invest in you, push you, and give you room to define what great looks like. The Role We're looking for a sharp, high-output CSM to own the post-sale experience for our customers. This role is for someone who actually loves the operational grind of making customers wildly successful, who treats every rollout like their own startup, and who gets energy from blue-collar operators who appreciate hustle, clarity, and follow-through. You'll lead onboarding, drive adoption across deskless workforces, hold customers to a clear path to value, and build the playbooks that scale Quinn's customer success function from where it is today to where it needs to be when we triple again. You'll also need real backbone. Some customers will want to consume infinite hours, send feedback at 7am every morning, and rework the same content twenty times. Your job is to deliver outsized value while protecting Quinn's time and your own sanity. What You'll Do Own onboarding and rollout for new customers. You'll set milestones, configure the platform, run kickoffs, and drive learner engagement from day one. Run structured walk-aways with clear goals and firm end dates. You'll train customers on proper system usage during their VIP period, not over-deliver yourself into burnout. Be the trusted advisor across the customer lifecycle. Proactive guidance, best practices, and tying every conversation back to ROI the customer can feel. Monitor adoption, engagement, and outcome metrics. You'll segment your book into healthy, at-risk, and re-engagement buckets and build winback motions for the customers worth saving. Partner cross-functionally with content, sales, and product. You'll hand off rework cleanly to our content team, loop sales in on expansion signals, and translate customer feedback into product priorities. Turn customers into advocates. Referrals, testimonials, case studies, and the kind of brand reputation that closes deals before sales is even involved. Drive renewals and expansion. Your work makes renewals seamless and creates the natural path to upsell and account growth. Build and evolve our customer success playbooks. We're early enough that what you build becomes how we operate. Who You Are You have 3+ years in customer success, account management, consulting, or training delivery, ideally in SaaS or tech-enabled services. You have an entrepreneurial mindset. Resourceful, proactive, and adaptable in a fast-moving startup environment. You build relationships that stick. You can influence stakeholders from frontline managers to C-suite buyers. You're organized and analytical. You're comfortable in spreadsheets, dashboards, and success metrics, and you make decisions based on what the data says. You're genuinely curious about AI and emerging tech, and you can translate it into customer value rather than buzzwords. You communicate, facilitate, and present with clarity. You can run a kickoff with a VP of Operations and an enablement session with a technician in the same week. Bonus: experience with instructional design, adult learning, or frontline training programs. Bonus: familiarity with skilled trades or other industries with large deskless workforces. Why Quinn? Step into a key role at a company working with high-value, notable partners, with ARR that doubled in Q1, and a lot of room to run. Define how customer success operates here. Your playbooks become our standard. Work with a small, elite team that's pushing the boundaries of learning and AI. Competitive base salary plus meaningful equity. Real ownership, real customers whose lives you actually improve, and a culture where the best work wins. Location In-office in NYC (near Penn Station). How to Apply If this role sounds like a great fit, email View email address on click.appcast.io with the role's title in the subject line. Share your resume and any work that showcases your customer-facing experience. Bonus points for pairing the email with a LinkedIn message. #J-18808-Ljbffr