Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing a portfolio of mid-market accounts to drive adoption and usage with an accent on net retention and client health. Focus on developing strategic account frameworks, mitigating churn, and collaborating with product teams to advocate for customer needs.

Location: Must be based in the New York Metro Area and willing to work in the NYC office 2-3 days a week.

Salary: $89,000 - $115,000 per year (base)

Company

HR tech SaaS leader helping mid-size businesses transform the way they manage, connect, and retain top talent.

What you will do

• Build and execute account-specific relationship frameworks including status calls, quarterly business reviews, and account planning.
• Manage a portfolio of mid-market accounts with a focus on adoption and usage.
• Act as a trusted advisor and customer advocate, collaborating with Product, Development, Marketing, and Sales teams.
• Protect existing revenue streams, identify risks, and develop strategies to mitigate churn.
• Meet net retention and CSAT/NPS KPIs through data-driven analysis and execution.

Requirements

• Experience in SaaS Account Management or CSM, owning a book of business with net retention targets.
• Experience in a client-facing B2B role.
• Proficiency with Salesforce and web-based technologies.
• Executive project management skills and ability to communicate effectively with C-suite stakeholders.
• Must be located in the New York Metro Area.

Nice to have

• Experience with SFDC, Asana and/or ChurnZero.
• Educational or professional background in HR or HRM.

Culture & Benefits

• Competitive compensation with pre-IPO equity and 401(k) matching (3%).
• Comprehensive medical, dental, and vision coverage from day one.
• Annual wellness stipend of $1,920 and Headspace membership.
• Hybrid work model with the ability to work from anywhere for up to 2 months per year.
• Generous PTO, company holidays, and additional Balance Days per quarter.
• Home office allowance and dog-friendly office environment.