Customer Success Manager

Customer Success Manager, Mid-Market – New York, NY (Onsite)

• High-growth AI SaaS company building an intelligent platform for modern revenue and operations teams
• Backed by leading investors and serving fast-scaling mid-market and enterprise customers
• Mission-driven, customer-obsessed, and operating in a highly collaborative, in-person culture

• Own post-sale outcomes for a portfolio of mid-market customers
• Act as the primary relationship owner from onboarding through renewal and expansion
• Serve as the quarterback for each account, coordinating internal teams to deliver a seamless customer experience
• Fully onsite role in New York City

• Own customer relationships from implementation handoff through adoption, renewal, and growth
• Partner closely with Implementation to ensure strong kickoff, goal alignment, and successful go-live
• Develop deep fluency in the product and guide customers on best practices and effective usage
• Lead recurring customer check-ins and business reviews focused on value realization and optimization
• Proactively identify and mitigate risk, driving predictable and timely renewals
• Coordinate cross-functional collaboration with Product, Rev Ops, Support, and Engineering, owning communication and follow-through
• Act as the voice of the customer, sharing insights and feedback to improve CS playbooks, enablement, and lifecycle processes
• Contribute to building and evolving the Customer Success operating model as the company scales

• 3–6 years of experience in Customer Success or Account Management at a B2B SaaS company
• Proven experience owning renewals and driving measurable customer outcomes
• Demonstrated track record building 0→1 in an early-stage startup environment (ideally joined at Seed stage) with meaningful company progress across customers, revenue, and team growth
• Prior experience in high-growth startup settings with comfort operating in ambiguity
• Full-cycle CSM experience spanning implementation through renewal and expansion
• Strong indicators of intellectual rigor and learning ability (e.g., high academic attainment, top-tier universities, or equivalent signals)

• Highly detail-oriented with a true “nothing drops” mindset and strong operational discipline
• Clear, confident communicator able to explain technical or product concepts in simple, customer-friendly terms
• Demonstrated ownership, accountability, and strong organizational skills
• Ability to manage multiple stakeholders and priorities in a fast-paced environment

• Background in or deep appreciation for the restaurant or hospitality industry
• Experience in AI, data, Rev Ops, or workflow automation platforms
• Prior work partnering closely with Implementation or Professional Services teams
• Experience helping build or scale Customer Success processes in a high-growth startup

• New York City
• Onsite role
• Base salary range: $80,000 – $120,000
• Equity participation
• Opportunity to make a meaningful impact at a fast-scaling AI company with strong ownership culture