Customer Success Manager

Customer Success Manager | NY, NY | (OTE): $130,000 - $140,000 | Full-Time (on-site) About the Company Equal Access is partnering with a well-established, fast-growing technology company transforming operations within the hospitality and property management space. The organization supports large-scale short-term rental and boutique hospitality portfolios through a modern platform focused on smart automation, operational efficiency, and elevated guest experiences. Backed by strong investment and operating with a highly innovative, AI-driven culture, the company is currently rebuilding its core technology stack from the ground up, making this an exciting opportunity to join during a pivotal stage of growth and product evolution. About the Role The Customer Success Manager will be highly organized, customer-focused onboarding professional to guide new customers from contract through successful platform launch. This role is ideal for someone who thrives in fast-paced startup environments, enjoys simplifying complex workflows for customers, and actively leverages AI tools to improve efficiency, communication, and onboarding processes. You'll play a key role in shaping the customer experience while helping build a scalable onboarding engine alongside a rapidly growing, AI-driven technology team. Key Responsibilities Own onboarding from contract → go-live for new customers Lead onboarding calls: kickoff, configuration, training, and launch Build deep product expertise and guide customers through best practices Create onboarding project plans, checklists, and customer task timelines using AI-assisted tools to keep every engagement moving without manual overhead Capture detailed customer insights and surface them as structured, actionable feedback for the Engineering team using Claude and our internal tooling to synthesize patterns across accounts, not just anecdotes Partner with the Customer Success & Solutions Lead to iterate on onboarding processes, playbooks, and documentation Develop onboarding content (guides, videos, templates) faster and at higher quality by building with AI, not around it Monitor health signals and proactively remove blockers Ensure customers complete onboarding confident, trained, and ready to succeed Ideal Candidate Thrive in fast-moving, high-growth environments where you build while doing Enjoy speaking with customers and can make complex concepts simple Organized, detail-oriented, and comfortable managing multiple customers at once Learn products quickly, especially technical workflows Reach for AI tools first you use Claude, Notion AI, or similar to draft, summarize, and systematize before doing anything manually Communicate clearly, directly, and proactively with customers and teammates Take ownership and don't wait for someone to hand you structure you build it, then automate it Required Skills & Experience 1-3 years in SaaS onboarding, customer success, account management, consulting, or similar role Experience running customer meetings and guiding customers through technical setup Familiarity with CRM/CS systems (HubSpot, Intercom, Notion, Zendesk, etc.) Comfortable using AI tools (Claude, ChatGPT, or similar) in your daily workflow for drafting communications, building documentation, summarizing calls, or automating repetitive tasks Bonus: you've used no-code or light-code tools (Zapier, n8n, etc.) to automate something in a past role Bonus: experience at a startup Bonus: experience in hospitality, property management, or related industries What Success Looks Like Customers complete onboarding on time and clearly understand how to use the product Onboarding time-to-value decreases through your improvements including improvements you built with AI You and the CS Lead build the onboarding engine together, turning it into a repeatable, scalable motion Customers finish onboarding excited, confident, and positioned for long-term success Internal teams know exactly what's working and what needs to be improved because you communicate insights consistently and you use AI to make that communication faster and sharper Compensation On-Target Earnings (OTE): $130,000 - $140,000 Competitive base salary + uncapped commission Equity Ownership 401k match Health insurance Fully in-office role at our NYC headquarters Why EqualAccess EqualAccess partners with best-in-class organizations and supports candidates beyond placement. Every professional we place receives 3 months of post-hire coaching and career support, ensuring long-term success and growth