Customer Success Manager

About the role

Attest helps brands make better decisions by connecting them to consumer insight quickly and at scale. Your job is to make sure customers don't just run surveys - they run the right research, ask it well, and turn what comes back into decisions their business acts on.

This is a hybrid role. Half research consultant, half commercial customer success manager. You'll advise customers on what good research design looks like, help them read their data with a critical eye, and connect the dots between "here's what we found" and "here's what we should do about it." At the same time, you'll own the commercial side of the relationship, including platform adoption, account health, and renewals, for a portfolio of customers.

It's a role for someone who genuinely loves research: who gets energised by a well-designed question, who can spot a leading survey item at a glance, and who wants to use that expertise to build long-term customer relationships and strong commercial outcomes.
The Logistics

$112,500 to $150,000 OTE depending on experience ($90,000 to $120,000 base)

We embrace a flexible hybrid work model. While we don't mandate specific office days, we ask full-time Attesters to work on-site 2 or 3 days per week. This allows us to collaborate in person, while ensuring enough time remotely for deep, focused work.
What you'll do

• Advise customers on research design and methodology - sample sizes, question wording, survey structure - so the insight they get back is sound and actionable.
• Help customers move from data to decision: interpret findings, spot the "so what," and connect insight back to the business question they started with.
• Build trusted relationships across your portfolio of approximately $2million or circa 60 accounts, understanding each customer's objectives, stakeholders, and what success looks like for them.
• Use AI, automation, and our own platform to manage your portfolio efficiently. By streaming routine tasks, you'll free up your time to focus your critical thinking and attention on the unique client moments that truly drive success.
• Drive platform and credit usage by embedding Attest into customers' ways of working, running training sessions, and sharing research best practice.
• Monitor account health proactively, catch risk early, build mitigation plans, and re-engage customers before adoption slips.
• Own the renewal process end to end, from forecasting through to commercial conversations and negotiation.
• Spot growth opportunities, new use cases, new teams, new stakeholders, and bring in colleagues where it helps the customer.
• Lead the introduction and ongoing end-to-end adoption of scaling Attest products and new features as they are released, seamlessly embedding these solutions into client workflows to expand long-term value

What we're looking for

You'll need:

• A background in market research, insight, or a research agency, either client-side or agency-side.
• A strong grasp of research methodology and survey design, you can look at a questionnaire and tell what's wrong with it, and explain why in plain terms.
• Experience training or coaching customers on research best practice, not just product usage.
• Strong relationship-building instincts: you ask good questions, build trust quickly, and understand what stakeholders actually care about.
• Commercial confidence - you're comfortable owning renewal and negotiation conversations, not just relationship-building ones.
• Sharp organisation and follow-through across customer conversations, renewal timelines, and internal priorities.

It'd be great if you also have:

• Experience managing a customer portfolio and balancing engagement, usage, risk, renewals, and growth in parallel.
• Worked in a customer-facing role in SaaS, subscription, or tech.

About Attest

Attest helps brands make better decisions by connecting them to consumer insight quickly and at scale, so they can answer real business questions with real data instead of guesswork.
Why join us

• Own meaningful customer relationships and real commercial outcomes - think usage, renewals, and growth.
• Use your research expertise daily, not as a side skill - it's central to how you add value here.
• Work with leading brands, helping them turn consumer insight into decisions that matter.
• Build broad account strategy skills: stakeholder management, success planning, portfolio prioritisation, and account health.

Our benefits

• 23 days holiday per year plus public holiday and additional festive days
• Spend up to 20 days per year working abroad +/- 4 hours from New York
• Healthcare insurance- competitive coverage via Insperity, with Attest making contributions towards the premium
• 2% employer match contribution to your 401(k) plan
• 1 day per quarter to do charity or community work

We want to give everyone the opportunity to showcase their best selves during the interview process and bend. 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.

Department Customer Role Customer Success Manager Locations New York Remote status Hybrid