Customer Success Manager

Responsibilities

• Own all aspects of customer implementation, onboarding, and support.
• Conduct kick-off calls with new customers to ensure a successful setup and clear expectations.
• Act as the first responder for customer-reported issues, providing prompt troubleshooting and ensuring timely resolutions.
• Proactively monitor support channels (email, chat, etc.) and respond efficiently to customer inquiries.
• Collaborate with Engineering to escalate and resolve complex incidents, surfacing broader product or platform health concerns as needed.
• Partner with internal teams (Product, Design, Leadership) to continuously improve the customer experience, tools, and processes.
• Act as the voice of the customer, providing product feedback and identifying gaps or new feature opportunities.
• Strive to exceed customer expectations in response quality, timeliness, and overall satisfaction, ensuring customers achieve ongoing success with our platform.

Qualifications

• 2-4 years of experience in a Customer Success, Implementation, Client Support, or similar role at a SaaS company.
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal communication skills and a customer-first mindset.
• Demonstrated ability to multitask, prioritize, and thrive in a fast-paced startup environment.
• Experience working with cross-functional teams to identify solutions to technical problems and quickly remediate for clients.
• A growth mindset and willingness to learn rapidly, both from customer interactions and from working closely with engineers and product managers.

Compensation & Benefits

• Competitive compensation.
• Premium healthcare and wellness benefits.
• Catered lunch in the NYC office, Monday - Friday.