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