Customer success manager

Customer Success Manager

New York, NY (World Trade Center Area)
Full-Time | Onsite Monday-Friday

Salary:

• Base Salary: $70,000 - $85,000

• On-Target Earnings (OTE): $100,000 - $110,000+

• Comprehensive Benefits Package:

  • Medical, Dental, Vision

  • 401(k)

  • PTO and Paid Holidays

• Opportunity to work from home on Fridays after consistently achieving performance goals

Job Summary:

We are seeking a Customer Success Manager to join a growing technology company in New York City. This role is responsible for managing and expanding relationships with existing customers, driving product adoption, increasing retention, and identifying upsell opportunities.

The ideal candidate is comfortable spending significant time on the phone and in virtual meetings with clients, proactively engaging customers, providing strategic guidance, and ensuring they maximize the value of the company's software solutions.

This is an onsite position located near the World Trade Center.

Job Responsibilities:

• Serve as the primary point of contact for assigned customer accounts.

• Manage the entire post-sale customer lifecycle, including onboarding, implementation, training, adoption, retention, and account growth.

• Build strong relationships with customers through regular phone calls, video meetings, and email communication.

• Conduct proactive outreach to customers at least twice monthly to maintain engagement and identify opportunities.

• Identify and execute upsell and cross-sell opportunities within existing accounts.

• Act as a trusted advisor by understanding customer goals and recommending solutions that drive success.

• Monitor customer usage, engagement, and performance metrics to improve retention and satisfaction.

• Prepare reports, presentations, and account reviews for customers and leadership.

• Collaborate closely with Sales, Operations, Product, and Leadership teams to ensure customer success.

• Maintain accurate customer records and success metrics within company systems.

• Achieve daily customer engagement goals, including approximately 3-4 hours of phone and video meeting time.

Qualifications:

• Bachelor's degree preferred.

• 3+ years of experience in Customer Success, Account Management, Client Services, Customer Support, Relationship Management, or a similar customer-facing role.

• SaaS or technology industry experience is preferred but not required.

• Strong communication, presentation, and relationship-building skills.

• Comfortable conducting frequent phone calls and virtual meetings with customers.

• Proven ability to manage multiple accounts and priorities in a fast-paced environment.

• Strong problem-solving, organizational, and project management abilities.

• Self-motivated, proactive, and goal-oriented mindset.

• Experience working with hospitality, enterprise, or B2B clients is a plus.

About the Company:

Our client is a rapidly growing technology company that provides software solutions to businesses nationwide. Their platform helps organizations improve operational efficiency, enhance communication, and streamline day-to-day processes. With a collaborative culture and strong growth trajectory, the company offers excellent opportunities for career advancement and professional development.