Manager, Customer Success

What You'll Do

• Lead, coach, and develop a team of Onboarding Specialists through data migration, payments setup, and product enablement for high-value accounts, holding a high bar for what excellent onboarding looks like
• Design and deploy AI-powered workflows across the CS motion, including automated health monitoring, churn signal detection, and onboarding automation, so the team's time stays concentrated on high-judgment relationship moments
• Own the post-sales engagement roadmap, designing a customer journey that moves beyond just onboarding toward sustained product adoption, expansion, and long-term retention
• Define and track KPIs including Time-to-Value, Net Retention, and customer health scores, using those signals to course-correct before issues become fires
• Partner with Sales and Account Executives to close the gap between closed-won and active-user, and surface product feedback to reduce churn before it becomes a pattern
• Serve as the escalation point for complex technical or relationship challenges on high-revenue accounts

What We're Looking For

• 4+ years of experience in Customer Success or Onboarding, with at least 2 years leading teams at a high-growth technology company
• Experienced builder of AI-powered workflows in a CS or onboarding context, automating health monitoring, churn signals, or onboarding communications, and understands the difference between using a tool and redesigning how the function operates around one
• You move quickly and course-correct without waiting for full clarity, more comfortable shipping a v1 and iterating than spending weeks on alignment before starting
• Proven ability to lead a team through a meaningful operational shift, including new tools or workflows, and able to effectively bring people along without losing momentum on the work itself
• Comfortable using data to run a CS org, including health scores, retention trends, and TTV benchmarks, and can translate that analysis into decisions rather than just reports
• Has worked closely with Sales and understands that CS at a high-growth company is a revenue function, not a support function

Benefits & Perks

• Competitive health & dental insurance options, effective on your first day of employment
• Flexible PTO
• In-office lunch twice per week for NYC and SF employees, plus late night dinner stipends
• Access to Wellhub, a corporate wellness platform with discounted gym memberships, fitness classes, and mental health resources
• Annual stipend for professional development and continued learning
• High performers at 5 years receive a generous stipend to use however you recharge best
• 401k benefit: employees are eligible to contribute starting day 1 of employment
• Dependent Care FSA
• Paid parental leave
• Fertility and adoption benefits via Carrot and Kindbody
• The base salary for this role is between $145,000-$170,000 + equity + benefits