# Manager, CSM

**Company:** [Prove AI](https://hotfix.jobs/companies/prove-ai)
**Location:** New York, NY
**Role:** Customer Success
**Salary:** $165k – $180k/yr
**Experience:** 8+ years
**Skills:** Customer Success, Team Leadership, Account Management, Revenue Forecasting, Kpi Management, Client Relationship Management, Quarterly Business Reviews, Fraud Prevention, Cybersecurity, Fintech
**Posted:** 2026-06-18

> Manages a team of CSMs focused on banking customers, driving adoption, satisfaction, and revenue growth. Owns client relationships, QBRs, onboarding support, and cross-functional collaboration.

## Job Description

## Key Responsibilities

- Drive Cross-Team Efficiency and Process Improvement: Develop and implement strategies to enhance collaboration and streamline processes across departments, ensuring overall organizational success.
- Strategic Sales Partnership for Customer Success: Collaborate with the Sales and Account Management teams to create tailored customer success and expansion plans for each client, aligning efforts to achieve revenue growth goals.
- Team Leadership and Client Management: Coach and mentor Customer Success Consultants and Managers, focusing on building strong client relationships, establishing trust, and managing existing client accounts effectively.
- Customer Success KPI Management: Capture, track, manage, and report on the customer "Pass Rate", volume changes and new revenue opportunities as a key performance indicator for customer-facing success.
- Revenue Forecasting and Growth Optimization: Work with the Account Management team on customer revenue forecasting and reporting, identifying and capitalizing on opportunities to increase revenue through enhanced customer satisfaction.
- Achieve Revenue Targets Through Client Management: Meet revenue goals by effectively managing live client volume and assisting with securing client contract renewals.
- Conducting Quarterly Business Reviews: Attend and help coordinate regular business reviews, presenting the current status of the client relationship, active projects, and the value delivered.
- Understanding and Translating Client Needs: Identify client business requirements, define use cases, and understand data sources to align product capabilities with compelling customer pain points.
- Serve as Client Advocate: Act as the internal champion for clients within the organization.
- Onboarding Support: Provide support to the Implementation Manager during the customer onboarding process.
- Project Team Collaboration: Partner with internal project teams to define current and projected workflows, translating business requirements into detailed specifications.

## Qualifications and Experience

- 8+ years in customer success or a customer facing organization
- Strong leadership skills, including the ability to articulate strategy and establish trust
- Understanding of the fraud and authentication space, specifically experience in fraud prevention, detection, and authentication techniques to real business use cases
- Disruptive thinker who can identify and execute on how best to modify processes to improve outcomes
- Business acumen with a problem-solving attitude, frequently on-the-fly situational adaptation
- Strong presentation skills with a proven track record of support a sales organization to help facilitate selling/consulting to a network of customers
- Facilitation skills, including ability to facilitate decision-making and broker agreements amongst diverse, differing, and/or conflicting perspectives/priorities
- Proven track record in scaling customer success organization
- Experience in cybersecurity, fintech, or fast-growing startup is required

## Compensation & Benefits

- Anticipated salary pay range for Metro 2 areas: $165,000-$180,000 plus sales incentive plan
- Competitive salaries & Bonus Plan (for eligible roles) and Equity Plan
- Modern Health for financial, mental, and physical wellness
- 401(k) Retirement Plan & Match (US Offices)
- Unlimited Vacation and Flexible hours
- Comprehensive medical benefits for you and your family
- Emotional & Physical Wellness – Access to wellness services (EAP & Prove Well-Being Reimbursement)
- Daily GrubHub stipend for lunch if coming into the office (US Offices)

## Similar roles

- [Senior Client Success Manager](https://hotfix.jobs/jobs/b5a85c26-23d2-4621-9641-5fff5d962f82) - Maybern - New York, NY - $165k – $195k/yr
- [Senior Customer Engagement Manager](https://hotfix.jobs/jobs/574f8006-daf4-4720-851e-0743bfae5253) - Instabase - Remote - $167k – $185k/yr
- [Senior Customer Success Enablement Manager](https://hotfix.jobs/jobs/5e9e5878-efdf-4143-a2a2-e485b021b709) - Intercom - San Francisco, CA - $167k – $199k/yr
- [Strategic AI adoption lead (Central)](https://hotfix.jobs/jobs/aff2d1ce-8639-4ccb-bd6e-2e349ded909b) - Writer - Chicago, IL - $168k – $212k/yr
- [AI Deployment Manager - Pilots - NYC](https://hotfix.jobs/jobs/ac84b1bd-80f3-414c-b67b-32fdf9ae49ea) - OpenAI - San Francisco, CA - $162k – $230k/yr

**Apply:** https://hotfix.jobs/jobs/b41906a0-3806-4eb3-bf17-d50a2c52b933
**Canonical:** https://hotfix.jobs/jobs/b41906a0-3806-4eb3-bf17-d50a2c52b933