Customer Success Manager (Mid to Lead Level)

About

A fantastic opportunity for a Customer Success Manager to join a fast-growing and highly innovative software company, supporting a global client base and delivering an exceptional customer experience. This role is available across multiple levels, from mid-level through to senior and lead, depending on experience. You will play a key role in ensuring customers successfully adopt and maximise value from the platform, with clear progression opportunities into leadership for more experienced individuals.

Location

New York, Manhattan – initially full-time in the office, with hybrid working available after 3 months

Salary

$80,000 – $150,000 per annum + OTE + benefits

Requirements

For Customer Success Manager:

• Commercial experience within Customer Success, Account Management, or a similar client-facing role, ideally within a SaaS environment
• Strong academic background with a degree in a STEM, Law or closely related discipline (minimum 3.4 GPA or equivalent)
• Excellent communication skills with the ability to build strong client relationships
• A proactive and solutions-focused mindset, with the ability to turn challenges into positive outcomes
• Strong organisational skills with the ability to manage multiple clients and priorities
• Ability to work both independently and collaboratively within a team
• High level of commercial awareness with a focus on customer satisfaction and retention

Additional requirements for senior/lead level candidates:

• Demonstrable experience operating at a senior level within Customer Success or a similar function
• Experience managing enterprise or complex client accounts
• Ability to influence renewals, expansion, and overall customer lifecycle strategy
• Experience mentoring or leading more junior team members
• Any background or exposure to legal or regulated industries would be beneficial

Responsibilities

For Customer Success Manager:

• Act as the primary point of contact for customers, ensuring a high-quality experience throughout the lifecycle
• Manage the transition from pre-sales to post-sales, ensuring seamless onboarding
• Support customers in adopting and effectively using the software platform
• Build strong relationships with clients to understand their needs and objectives
• Resolve customer queries and issues efficiently, ensuring a positive outcome
• Work closely with internal teams, including sales and technical functions
• Provide feedback from customers to internal stakeholders to support product and service improvements
• Drive customer engagement to support renewals and long-term retention

Additional responsibilities at senior/lead level:

• Manage key or strategic accounts with more complex requirements
• Lead on customer success strategy, including retention and growth initiatives
• Identify opportunities for account expansion and increased product adoption
• Mentor and support other team members within the Customer Success function
• Contribute to process improvements and best practice development across the team

What the role offers

• The opportunity to join a high-growth software company with strong career progression opportunities
• Exposure to a varied and client-facing role within a collaborative environment
• The chance to work alongside experienced professionals and develop leadership skills
• A competitive package including OTE and benefits

Keywords

Customer Success Manager / Senior Customer Success Manager / Lead Customer Success Manager / Client Relationship Manager / Account Manager / Customer Experience Manager / Customer Retention Manager / Client Success Specialist / Account Growth Manager / Customer Engagement Manager / Customer Operations Manager / Client Services Manager / SaaS / Customer Success Platforms / CRM / Salesforce / HubSpot / Customer Engagement Tools / Data Analysis / Reporting / Onboarding / Customer Lifecycle Management / Account Expansion / Computer Science / Software Engineering / Mathematics / Law / Business / Engineering