Customer Success Manager (SaaS)

Location: New York, NY / United States; hybrid workplace

Company

Cents is a New York-based technology company providing an all-in-one SaaS and hardware platform for laundromats, dry cleaners, and other garment-care businesses.

What you will do

• Support the handoff from sales to onboarding and act as the customer champion throughout the account lifecycle.
• Conduct lifecycle check-ins and ensure customers receive ongoing product education.
• Grow revenue across a portfolio by introducing new features, value propositions, and platform capabilities.
• Build and maintain an opportunity pipeline through upselling, cross-selling, expansion, and retention.
• Collect customer feedback and represent the customer voice in product discussions.
• Collaborate with other teams on software, hardware, and ad hoc customer success initiatives.

Requirements

• At least 6 months to 1 year of inside sales or account management experience.
• Experience with SaaS solutions is preferred.
• Ability to conduct virtual presentations using Zoom and troubleshoot related issues.
• Strong organizational skills, attention to detail, and a task-oriented approach.
• Excellent written and verbal communication skills.
• Self-starter mindset and ability to work effectively in a fast-paced, collaborative environment.

Nice to have

• Bachelor’s degree or equivalent experience.
• Prior experience managing SaaS accounts and handling upsell, cross-sell, or expansion conversations.

Culture & Benefits

• Equity options.
• Unlimited PTO and 12 paid holidays.
• Gym, laundry, and work-from-home or commuter stipends.
• Up to 14 weeks of fully paid parental leave.
• Medical, dental, vision, mental health, life, AD&D, and disability benefits.
• 401(k) and access to learning opportunities through the team, advisors, and investors.