Customer Success Manager

Job Summary

Owning a defined portfolio of enterprise merchants, the full-time Customer Success Manager will manage strategic account relationships, conduct program performance reviews, and ensure merchant satisfaction in a remote environment.

Key responsibilities

• Lead quarterly business reviews and renewal discussions to assess program performance and drive retention
• Respond to and prioritize merchant inquiries while managing day-to-day account support and expansion opportunities
• Maintain accurate records and documentation in CRM systems to ensure visibility and accountability across the team

Required qualifications

• 4+ years of experience in Customer Success, Account Management, or Relationship Management, with a focus on mid-market to enterprise accounts
• Hands-on experience with AI tools and CRM systems, such as Salesforce
• Self-starter mindset with the ability to balance proactive and reactive tasks effectively
• Strong communication skills to engage with both business and technical stakeholders
• Located in or near the New York City area for periodic in-person collaboration with leadership