Customer Success Manager (SaaS)

Location: New York, NY, United States; hybrid workplace. The role supports customers across the U.S.

Company

Technology company building a software and hardware platform for laundromats, dry cleaners, and garment care businesses.

What you will do

• Manage customer relationships and act as the customer champion during the transition from sales to onboarding.
• Conduct lifecycle check-ins and ensure customers continue learning how to use the product.
• Increase revenue across the customer portfolio through new features, upselling, cross-selling, expansion, and retention.
• Build and maintain an opportunity pipeline.
• Share customer feedback with the product team and represent customer needs in product scope discussions.
• Support customers using the POS platform, including education on software and hardware capabilities.

Requirements

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

Nice to have

• B.A., B.S., or equivalent degree.
• Prior experience managing accounts in SaaS solutions.

Culture & Benefits

• Entrepreneurial startup environment with frequent change and opportunities to work across teams.
• Health benefits including medical, dental, vision, mental health support, life and AD&D insurance, and disability coverage.
• Unlimited PTO, 12 paid holidays, and up to 14 weeks of fully paid parental leave.
• Equity options, 401(k), gym and laundry stipends, and a work-from-home or commuter stipend.
• Access to learning opportunities through the team, advisors, and investors.