# Manager of Customer Success | Housing

**Company:** [EliseAI](https://hotfix.jobs/companies/eliseai)
**Location:** New York, NY
**Role:** Customer Success
**Salary:** $170k – $190k/yr
**Experience:** 3+ years
**Skills:** SaaS, Customer Success, Churn Management, ROI Analysis, Cross-Functional Collaboration, Team Management, Onboarding, Metrics Analysis, Sales Enablement, Customer Retention
**Posted:** 2026-03-13

> Leads a team of Customer Success Managers to drive client onboarding, adoption, retention, and expansion in a B2B SaaS environment for housing. Owns account health, churn mitigation, ROI demonstration, and cross-functional partnerships. Requires 3+ years managing CS teams.

## Job Description

## Key Responsibilities
- Lead and develop a high-performing team of CSMs through coaching, training, performance management, and structured professional development.
- Own customer outcomes across the lifecycle, including onboarding, product adoption, retention, and overall account health.
- Drive measurable customer impact, ensuring clients understand and can articulate the ROI of EliseAI within their organizations.
- Identify and mitigate churn risk by building and executing scalable playbooks informed by data and customer insights.
- Partner with Sales to drive growth, contributing to account strategy, expansion planning, and upsell opportunities.
- Run a weekly metrics review, using performance data to diagnose gaps and implement improvements across the team.
- Collaborate cross-functionally with Product and Engineering to drive adoption of new features and elevate client feedback into roadmap discussions.
- Build and scale onboarding and enablement programs for new CSM hires to support rapid team growth.
- Partner with Marketing (content/design) to develop client education programs, including webinars, training materials, and stakeholder enablement resources.
- Attract top-tier talent to join our driven team.

## Requirements
- Experience building a customer success organization in a high growth environment, ideally at a B2B SaaS startup.
- 3+ years experience managing a customer success team.
- A track record in managing risk, forecasting, and identifying growth opportunities.
- Skilled in navigating cross-functional relationships within a high-growth SaaS environment.
- Excellent written and verbal communication skills.
- Strong sense of ownership and eagerness to build and define the customer success function.
- Ability to communicate candid, constructive feedback with your team.
- Strong customer-facing and presentation skills with the ability to establish credibility with executives.
- Willingness to work in person at our office 4-5 days a week.

## Compensation & Benefits
- Salary range: $170,000-$190,000 base ($192,500-$212,500 OTE).
- Equity in the company.
- Medical, Dental and Vision premiums covered at 100%.
- Fully paid parental leave.
- Commuter benefits.
- 401k benefits.
- Fitness & home services stipend.
- Unlimited vacation and paid holidays.
- Relocation packages.

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