# Senior Customer Success Manager

**Company:** [Findigs](https://hotfix.jobs/companies/findigs)
**Location:** New York, NY
**Role:** Customer Success
**Salary:** $130k – $170k/yr
**Experience:** 7+ years
**Skills:** Salesforce, HubSpot, Gainsight, Customer Success Platforms, CRM, Account Management, QBRs, Ebrs, SaaS, Analytical Skills
**Posted:** 2025-08-26

> Owns post-sale lifecycle for enterprise clients in B2B SaaS, driving adoption, retention, expansion via strategic plans, QBRs, and executive relationships. Requires 7+ years enterprise account management experience and CRM expertise.

## Job Description

## Responsibilities
- Serve as a strategic advisor and primary point of contact for a portfolio of enterprise and key mid-market clients, ensuring they achieve their business outcomes using the Findigs platform.
- Develop and execute strategic account plans that drive platform adoption, retention, and expansion opportunities within your portfolio.
- Lead executive business reviews (EBRs) and quarterly business reviews (QBRs) with key client stakeholders to report on value, share insights, and align on future goals.
- Proactively monitor account health and product usage to identify and mitigate risks, while also uncovering opportunities for growth and expansion.
- Partner with Sales and Implementations to facilitate seamless handoffs from the sales cycle and collaborate on renewal and expansion strategies.
- Act as the voice of the customer, translating complex client feedback and requirements into actionable insights for our Product and Engineering teams.
- Contribute to scaling and refining our customer success practice by helping define playbooks, processes, and best practices for our enterprise segment.
- Navigate and resolve complex client escalations with a sense of urgency, collaborating with internal teams to ensure timely and effective resolution.
- Mentor and guide members of the Customer Success team, sharing your expertise in enterprise account management.

## Requirements
- 7+ years of experience in a customer-facing role, with a strong focus on managing a portfolio of large, complex enterprise accounts in a B2B SaaS environment.
- Proven ability to build and maintain strategic relationships with senior executives and key stakeholders. A track record of driving product adoption, managing renewals, and identifying expansion opportunities within a client base.
- Exceptional presentation skills with the ability to communicate complex concepts clearly and concisely to diverse audiences.
- Deep understanding of customer success principles, methodologies, and best practices.
- Experience with CRM and customer success platforms (e.g., **Salesforce**, **HubSpot**, **Gainsight**).
- Strong analytical and problem-solving skills with the ability to navigate ambiguous, complex client situations.
- Willingness to embrace the unstructured, fast-paced environment of a high-growth startup.
- Strong communication skills including the ability to translate complex technical issues.

## Nice-to-haves
- Prior startup experience.
- Experience in Proptech or Fintech.

## Compensation & Benefits
- Competitive OTE + Pre-IPO equity.
- Flexible Paid Time Off (PTO) policy.
- Health benefits, 401(k) matching up to 4%, monthly gym stipend, and lunch provided every day.

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