Customer Success Manager (In-Office, NYC)

An early-stage, NYC-based SaaS company is hiring a Customer Success Manager to own high-touch customer relationships in a fast-moving, high-ownership environment. This role is ideal for someone with true SaaS Customer Success experience who is comfortable handling complex customer situations, working closely with Product and Engineering, and helping shape how Customer Success operates as the company scales. This is a full-time, 5 days/week in-office role in NYC. What you’ll do Own a portfolio of customers post-sale, including onboarding, adoption, ongoing support, escalations, and renewals Act as the primary point of contact during high-pressure or emotionally difficult customer situations Partner closely with Product and Engineering to troubleshoot issues, communicate timelines, and improve the product experience Learn complex internal processes quickly and translate them into clear, simple explanations for customers Manage multiple customers and workflows simultaneously while meeting deadlines and maintaining accuracy Proactively identify churn risk and opportunities to improve customer outcomes Help build and refine Customer Success workflows, documentation, and best practices in a growing organization What we’re looking for 4+ years of experience in SaaS Customer Success or Client Success (post-sale ownership required) Experience working in a startup or high-growth environment where processes were still evolving Proven ability to manage customer escalations and difficult conversations with professionalism and empathy Strong written and verbal communication skills Highly organized with the ability to prioritize competing requests Comfortable working cross-functionally with Product and Engineering Based in NYC or able to commute daily Compensation & details Base salary: $90,000 – $120,000, depending on experience Full-time, in-office role (NYC) Fast-growing, product-driven SaaS company High ownership and visibility from day one This role is not a fit if: Your background is primarily in retail, field sales, or outside sales You have not owned SaaS customers post-sale You are looking for a remote or hybrid position If you enjoy solving real customer problems, working closely with product teams, and building systems in an early-stage environment, this role could be a strong fit. Job Type: Full-time Pay: $90,000.00 - $120,000.00 per year Work Location: In person