Customer Success Manager (New York City)

Job Description Customer Success Manager Location: 5 days/week on-site in New York City Our client is a rapidly growing AI company transforming how leading organizations conduct customer research and turn feedback into actionable insights. Their platform uses AI to conduct in-depth interviews, analyze conversations, and surface executive-ready insights in a fraction of the time required by traditional research.

Already trusted by some of the world’s most recognizable enterprise brands, the company is scaling quickly and looking for a Customer Success Manager to own strategic customer relationships and help clients get maximum value from the platform. This is not a traditional quota-carrying CSM role.

It’s a highly consultative, customer-facing position for someone who can build credibility with sophisticated enterprise stakeholders, solve problems quickly, and thrive in a fast-moving environment where there is still plenty to build.

What You’ll Do

• Own a portfolio of approximately 15–45 accounts, depending on customer segment and experience level.
• Guide customers through onboarding, adoption, ongoing platform usage, and strategic account planning.
• Serve as a trusted advisor to customers, helping them identify opportunities to get more value from the platform.
• Monitor account utilization and proactively address adoption gaps or potential churn risks.
• Build relationships across customer organizations, developing multiple champions and expanding engagement into new teams.
• Lead QBRs, executive check-ins, training sessions, enablement, and product demos.
• Support renewals and identify opportunities for seat and platform expansion.
• Troubleshoot customer needs and partner internally to resolve issues quickly.
• Bring customer feedback to Product and Engineering and help shape the customer success playbook as the company scales.
• The role will generally be ~60% day-to-day customer support and enablement and ~40% strategic account growth, including expansion conversations, multi-threading, renewals, and executive engagement.
• What Our Client is Looking For Approximately 5–8 years of professional experience, ideally with a strong track record in a customer-facing environment.
• Experience may come from Customer Success, consulting, banking, professional services, account management, or another highly client-facing field.
• Polished and credible enough to own relationships with sophisticated enterprise and Fortune 500 customers.
• Strong communicator who can translate complex information into clear recommendations and executive-ready conversations.
• Highly organized and comfortable managing multiple customer relationships and priorities simultaneously.
• Scrappy, hungry, and willing to jump into the details rather than relying on established processes.
• Comfortable operating in a high-growth environment where you’ll help build processes as the company scales.
• Experience with enterprise SaaS, research, insights, or AI products is helpful but not required.
• How Success Is Measured Success will center around customers actively getting value from what they’ve purchased.
• Key measures include platform utilization, gross and net revenue retention, account expansion, and multi-threading across customer organizations.
• Why Join?
• You’ll join a well-funded, rapidly scaling AI company with significant enterprise traction and the opportunity to work directly with some of the world’s leading brands.
• This is an opportunity to take meaningful ownership early, help shape how Customer Success operates as the company grows, and build your career alongside an ambitious team.