Senior Enterprise Customer Success Manager

📋 Description

• Guide new customers through onboarding and training.
• Build strong, long-term relationships with stakeholders.
• Primary contact for customer inquiries and issue resolution.
• Track usage to boost product adoption.
• Manage renewals, upsell, and cross-sell with Account Managers.
• Align product capabilities with customers' business goals and collaborate cross-functionally.

🎯 Requirements

• 6+ years in Customer Success or Account Management (SaaS).
• On-site at NYC office twice a week.
• Strong onboarding, adoption, engagement, and satisfaction.
• Data-driven with Adoption Rate, NRR, CLV, NPS, and churn.
• Proficient with AI tools to streamline workflows; know when human judgment leads.
• Experience with Gong and Salesforce; excellent communication.

🎁 Benefits

• Medical, dental, and vision coverage (company-paid options).
• 401k with 5% matching.
• 25+ days PTO per year.
• Paid educational and wellbeing days.
• Parental, bereavement, and sick leave.
• Home office setup budget and commuter allowance.