Manager of Customer Success

Job Description

Manager, Customer Success

This role is based in NYC with a hybrid in-office experience. Our team works in the office 3 days every week and 2 months out of the year our team works from anywhere (August, plus 4 weeks of your choosing).

We’re prioritizing candidates in the NYC area, but we’re open to US based remote for the right candidate with exceptional experience. Compensation for remote candidates may vary based on location.

Compensation: $115K–$130K base, + variable compensation tied to team expansion and retention performance (OTE $145K–$165K) + equity. Pay for remote candidates is set based on location.

Company Overview

Jones is a vertical AI company that helps real estate and construction firms make smarter decisions about insurance so they can boost efficiency and mitigate risk. Across more than 2.5 billion square feet of real estate and construction projects, Jones enables clients to leverage AI, software, and data to accelerate and strengthen insurance verification, collection, integration, and decision-making across commercial and residential asset classes.

Jones has experienced rapid growth driven by the urgent need to modernize outdated risk and compliance workflows in real estate and construction. As we scale, our Customer Success team is evolving into a core revenue engine, accountable for retaining, expanding, and growing our customer base.

Position Overview

We're looking for a Customer Success leader who can maintain a customer-centric outlook while building, leading, and scaling a commercially-minded CSM team. We want our customers to feel supported and heard. Sales motions should feel like an extension of customer care. You will own the team's revenue number, including expansion revenue, net revenue retention, and gross revenue retention, and you will be responsible for building the people, processes, and playbooks that make Customer Success a predictable retention and growth engine for Jones.

This is a player-coach role. You'll lead and develop a team of CSMs while staying close to the customer, personally supporting a couple of strategic accounts, key renewals, and high-value expansion deals. You will partner closely with Sales, RevOps, Product, and leadership to shape how Jones grows its existing customer base. This is a role for someone who has carried a number, led others to hit one, and is energized by building a team and function as the company scales.

What You'll Do

Team Leadership & Development: Hire, coach, and develop a high-performing team of CSMs. Set clear expectations, run regular 1:1s and pipeline reviews, and build a culture of commercial ownership and accountability.

Customer Experience: Ensure a consistent, high-quality experience across onboarding, adoption, and ongoing support, partnering with Implementation and Support to accelerate time-to-value.

Revenue Ownership: Own team targets for expansion revenue, NRR, and GRR. Build accurate forecasts for renewals and expansion, and report on performance to leadership.

Expansion Strategy: Define and drive the team's approach to upsell and cross-sell, including account segmentation, growth plays, and pipeline generation targets. Partner with Sales on handoffs, deal support, and closing larger expansion opportunities.

Renewals & Retention: Oversee the full renewal motion across the book, from early risk identification through negotiation and close. Build systems to surface churn risk early and ensure the team intervenes before escalation.

Strategic Accounts: Personally manage or co-manage a select set of strategic accounts. Lead executive relationships, business reviews, and high-stakes renewal and expansion conversations.

Process & Playbooks: Build and refine the frameworks that scale the team, including account planning, QBR structure, health scoring, renewal playbooks, and expansion motions. Define the team's KPIs and the tools and dashboards used to track them.

Cross-Functional Partnership: Partner with Sales and RevOps on packaging, pricing, compensation, and territory or book design. Bring customer insight to Product and Engineering to inform the roadmap, and work with Marketing on customer advocacy and expansion campaigns.

How Success Is Measured

• Team expansion revenue (upsell and cross-sell) against quarterly and annual targets
• Net Revenue Retention (NRR)
• Gross Revenue Retention (GRR) and logo retention
• Forecast accuracy for renewals and expansion
• Team pipeline generation and conversion
• CSM performance, ramp time, and retention
• Customer health, adoption, and satisfaction

Who You Are

• 6–8+ years of experience in Customer Success, Account Management, or similar roles in SaaS or technology, including 2+ years managing a team
• Familiarity with real estate, construction, insurance, or risk and compliance strongly preferred
• Proven track record of owning and hitting team targets for expansion revenue, NRR, and GRR
• Experience building or scaling a Customer Success function in a high-growth environment
• Strong coach and people leader who holds a high bar and develops talent
• Hands-on operator, comfortable carrying strategic accounts and jumping into key deals and renewals
• Strong consultative selling and negotiation skills, with experience leading conversations with senior and C-level stakeholders
• Strong executive presence, able to build trust internally and externally and represent Customer Success to leadership
• Data-driven, comfortable building forecasts, dashboards, and health scoring models to run the business
• Experience partnering with Sales and RevOps on comp plans, book design, and growth strategy
• Comfortable in CRM and customer success tools (Salesforce, HubSpot, Gainsight, or similar)

Our Culture

Our goal is to build a company where people feel ownership of their role and are able to grow and enrich their skills and experience. We also want to create an environment where people are challenged and encouraged to be entrepreneurial. We rely on our team to help identify and take action on initiatives that can move our business forward. Elements of our culture that can be seen in every one of our people are the following:

Fall in love with problems – We are obsessed with solving customer problems because it's in our DNA, actively listening to customer challenges and treating them like our own.

Give help generously – We hire and nurture brilliant people who are generous with their time, skills, and perspectives. This generosity compounds across the company.

Own super lean – Every day we make vital decisions that shape the future of our company. We hold ourselves accountable to these decisions in order to build a durable, powerful business.

Take care of yourself – Building a category-leading company is hard. It can only be achieved by encouraging and enabling our team's mental, emotional, and physical well-being.

Build trust everywhere – Every Jones experience is designed to give our clients, our team, and our industry unshakable confidence in the integrity of the company.

EEO Statement

Jones is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law.

**Please no recruiter/agency inquiries. Solicitation messages will be auto-archived.**