2X CSMs NYC

About the Role
  
Our client is seeking a Customer Success Manager to join their growing team and support a portfolio of enterprise customers. This is a strategic, customer-facing role focused on driving product adoption, maximising customer value, and ensuring long-term success across key accounts.
The successful candidate will act as a trusted advisor to senior stakeholders, helping customers achieve their business objectives through effective use of the platform. Working closely with customers throughout the post-sales lifecycle, they will be responsible for strengthening relationships, improving customer outcomes, and supporting retention and growth initiatives.
This opportunity is ideal for an experienced Customer Success professional who enjoys building executive-level relationships, delivering strategic guidance, and managing complex enterprise accounts in a SaaS environment.
  
Key Responsibilities

• Build and maintain trusted relationships with senior stakeholders and decision-makers across a portfolio of enterprise customer accounts.
• Align customer engagement strategies with business objectives, ensuring customers achieve measurable value from the platform.
• Drive product adoption and customer engagement through proactive account management and strategic guidance.
• Lead regular business reviews, providing insights, recommendations, and success plans tailored to customer goals.
• Monitor account health, usage trends, and customer engagement to identify risks and opportunities for improvement.
• Develop and implement retention strategies to address potential challenges and support long-term customer success.
• Respond to customer enquiries in a timely and professional manner, ensuring a high standard of service delivery.
• Track customer progress against agreed objectives and maintain accurate account records and activity updates.
• Gather and communicate customer feedback internally to support product enhancements and continuous improvement initiatives.
• Collaborate with cross-functional teams to ensure customers receive a seamless and positive experience throughout their journey.

Requirements

• A minimum of three years’ experience in a Customer Success role within a SaaS or technology environment.
• Proven experience managing enterprise, strategic, or high-value customer accounts.
• Demonstrated ability to build credibility with senior stakeholders and act as a trusted advisor to customers.
• Strong analytical skills, with experience interpreting customer data and translating insights into actionable recommendations.
• Proficiency in spreadsheet and reporting tools, with the ability to present information clearly and effectively.
• Excellent organisational skills and the ability to manage multiple customer relationships and priorities simultaneously.
• Strong communication, presentation, and stakeholder management skills.
• Customer-focused, proactive, and commercially aware, with a passion for delivering positive business outcomes.
• Curious and motivated to develop deep expertise in customer challenges, industry trends, and technology solutions.