Customer Success Manager

Customer Success Manager

New York, New York, United States

At thinkcell, we create powerful software solutions that help professionals be more efficient and productive. Founded in 2002 and based in Berlin, our tools integrate seamlessly with Microsoft Office to help users create presentations, charts, and diagrams with ease. Our dynamic, international team values creativity, collaboration, and technical excellence.

thinkcell is hiring a Customer Success Manager for our North America Account Management team in NYC. This is a new, program-building role focused on creating deeper engagement across roughly 20 of our largest customers, each with thousands of thinkcell users. You will build user communities and champion networks within those organizations, establish and maintain executive relationships, and expand the breadth of teams we reach. You will work in close partnership with the Account Manager who retains full commercial ownership of each account—you build the engagement and relationships that help create future commercial opportunities.

This is not a quota-carrying or account ownership role. You will not own renewals, revenue targets, or a book of business; your success will be measured by the strength of the customer programs you build, including active communities, developed champions, executive access, and broader engagement across each organization. You will be part of the North America Account Management team and collaborate closely with Customer Enablement and Solution Consulting in a tech-driven, startup-style environment backed by an established product.

Key Responsibilities

• Stand up user communities inside assigned accounts: user groups, internal champion networks, practice-area forums
• Find power users and develop them into champions through content, recognition, early access, and a direct line to our product team
• Run the recurring programming that keeps a community alive between renewal cycles, from roundtables and showcases to office hours and onsite events
• Map the executive landscape in each account and maintain the relationship plan with the Account Manager
• Broker executive conversations: connect thinkcell leadership to the right customer executives and help orchestrate those meetings
• Take us beyond the primary contact: map departments, find teams not yet using thinkcell, and open doors the Account Manager then works commercially
• Track engagement depth per account and flag where we're single-threaded
• Coordinate onsite engagements, workshops, and training programs with Customer Enablement and Solution Consulting
• Keep stakeholder maps, engagement plans, and activity current in Salesforce

Your Profile

• You have built customer programs: a user community, a customer advisory board, a champion program, or an executive engagement program.
• 6+ years of experience in customer marketing, customer advocacy, strategic customer success, or field engagement, ideally at an enterprise software company.
• Bachelors degree
• Proven ability to create outcomes in accounts you do not own: you influence and orchestrate, working through account owners rather than around them.
• Strong executive presence, with the ability to build credibility with senior customer stakeholders and set up conversations for others to lead.
• Strong program management skills, with the ability to run parallel workstreams across roughly 20 accounts without dropping threads.
• Excellent presentation, facilitation, and written communication skills in both virtual and in-person settings.
• Comfortable using go-to-market tools such as Salesforce and Gong.
• Willingness to travel periodically for onsite customer engagements, workshops, and executive meetings.
• Appreciation of our product and a willingness to develop a strong understanding of thinkcell's capabilities and customer use cases. Previous experience with thinkcell is a plus.
• Based in NYC with the ability to work on-site at least three days per week, Tuesday through Thursday.
• Proficiency in Microsoft Office, particularly PowerPoint.
• We believe in a human hiring process, every application is personally reviewed.

Our Values

• As part of our team, you will embody and help shape the following principles that define us:
• Forward Thinking: We embrace change and challenge the status quo.
• Ownership: We take pride in our work and learn from our mistakes.
• Customer First: We prioritize delivering lasting value.
• Unified Team: We foster collaboration, respect, and integrity.
• Strive for Excellence: We set ambitious goals and pursue quality.

Why is thinkcell the right place for you?

We empower over 1.3 million users across 35,000 companies, including top consulting firms and major global enterprises. With offices in Berlin, Munich, Denver, Boston, London, Tokyo, and Dubai, we're a diverse team of over 220 people, committed to innovation and excellence.

thinkcell is more than a job – it's a chance to be part of an innovative, inclusive team that values collaboration and growth. We encourage applicants from all backgrounds to apply. Together, we can shape the future of productivity software. We can't wait to see what you'll bring to the team!

Compensation: thinkcell believes the value of pay transparency contributes towards an honest and supportive culture. For this role, we anticipate paying an OTE of $130-$155k per year. The actual amount to be offered to the successful candidate will be dependent upon the key aspects of each case, which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any thinkcell variable incentive includes a targeted dollar amount, and any actual payout amount is dependent on company and personal performance. thinkcell provides comprehensive benefits package including medical, dental, vision, disability leave, parental leave, paid time off and 401k contribution (all benefits are subject to eligibility requirements).

At thinkcell, we value diversity. Thinkcell is proud to be an equal opportunity employer and does not discriminate based on race, color, religion, national origin, age, disability, sex, gender identity or expression, sexual orientation, marital status, military or veteran status, or any other characteristic protected by law.