Customer Success Manager

Customer Success Manager

Findings is on a mission to make renting work for all of us. Renting is one of life's most critical experiences, yet the process is often slow, opaque, and unfair. We're changing that by building the first end-to-end platform that turns complex screening into a seamless, high-trust experience for both property managers and renters.

We're growing fast fueled by $78M in funding from the investors behind companies like Affirm, Gusto, and Uber. With a data-backed product that allows our customers to make smarter, more predictable decisions, and a team dedicated to transparency and precision, we're not just improving the rental process; we're setting the new standard for the entire industry.

We're aiming to double our impact this year, and we need builders, thinkers, and problem-solvers to help us scale. If you're ready to modernize one of the most essential industries, we'd love for you to be a part of it.

The Role

We're looking for a Customer Success Manager to own the post-sale relationship for a portfolio of accounts. As a CSM at Findings, you will drive platform adoption, demonstrate ongoing value, and build durable relationships across a book of business, balancing high-touch problem-solving on key accounts with efficient, AI-enabled repeatable processes across the broader portfolio.

We'd love to hear from candidates who can stay organized, take initiative, and manage multiple accounts without losing sight of what matters most, as well as communicate clearly, earn client trust early, and know when to take ownership versus when to bring in the right support. This is a high-impact role in one of Findings' fastest-growing areas, with strong opportunities to grow alongside the business.

This position is NYC-based, with an expectation of working from our New York office 3-4 days a week. While we have a strong preference for candidates in the NYC area, we are also open to considering remote candidates in the United States.

Please note, we are unable to sponsor or take over sponsorship of an employment visa at this time.

Where you will make an impact:

• Serve as the primary point of contact and trusted advisor for a portfolio of clients, helping them achieve their desired outcomes on the Findings platform.
• Bring a builder's mindset to AI and automation by proactively identifying where new AI tools or workflows could improve how you (and eventually the broader team) manage accounts at scale, and helping pilot them.
• Actively manage NRR (not just GRR), identify and pursue expansion in partnership with sales, comfortably build a business case for upsell, and track revenue risk/opportunity in account plans.
• Lead quarterly business reviews (QBRs) with client stakeholders to share usage insights, business outcomes, demonstrate value, and align on goals for the upcoming quarter.
• Proactively monitor account health and product usage, using dashboards and AI-driven alerts to catch at-risk signals early and get ahead of churn or expansion opportunities.
• Build multi-threaded relationships across your accounts (ops, finance, leadership), understand each client's business model, and connect Findings outcomes to client KPIs
• Collaborate with the broader Customer Success team on portfolio strategy, bringing account-level insight to help shape priorities and approach across your book of business.
• Capture client feedback and channel it into product feedback loops, acting as a clear voice of the customer with Product and Engineering.
• Contribute to evolving CS playbooks and processes, bringing ideas from your day-to-day account work as the mid-market segment scales.

We'd love to hear from you if you have:

• 3+ years of experience in a customer-facing role (e.g., Customer Success, Account Management), preferably in B2B SaaS environment or consulting; experience with clients in proptech, and or experience managing business process design/outsourcing, or outsourced operations environments is a plus.
• Exceptional written and verbal communication skills, with a knack for clear, empathetic, and efficient correspondence, including with senior client stakeholders.
• Strong technical aptitude and the ability to learn new software quickly.
• Strong AI proficiency; comfortable using AI tools to work more efficiently day-to-day (e.g., summarizing accounts, drafting materials, surfacing insights), with the ability to build simple automations or workflows considered a strong plus.
• Experience with CRMs (e.g., Salesforce, HubSpot) and/or customer support platforms (e.g., Zendesk, Intercom, Jira).
• Strong problem-solving skills and the ability to manage a full portfolio of accounts independently, prioritizing effectively across competing needs.
• Comfort operating in the unstructured, fast-paced environment of a high-growth startup, with a proactive, builder mindset toward improving your own workflows.
• Bachelor's degree or equivalent practical experience.

Nice-to-haves:

• Experience in Proptech or Fintech

$120,000 - $150,000 a year Compensation disclosure as required by NYC Pay Transparency Law. Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years and depth of experience, and the scope of responsibilities in the role. In addition to cash compensation, all full time employees receive an equity compensation package.

We're committed to making our interview process as effective and candidate-friendly as possible. We use a tool called Brighthire.ai to record our interviews so that our interviewers can focus entirely on the conversation and not get distracted by taking notes. Please note, if you move forward with the interview process, you'll always have the option to opt out of the recording.

We are an equal opportunity employer and, as such, all applicants will be considered based solely upon merit and directly relevant professional competencies.