Customer Success Manager
On-siteNew York City, New York, United States or San Francisco, California, United States
Job Summary
Own a book of business and the customer journey post-sale, driving onboarding, adoption, retention, and growth. Serve as the primary day-to-day contact for key accounts, building trusted relationships with customers and stakeholders. Develop strong relationships to understand goals, measure success, and ensure maximum value from Listen. Partner with sales to identify expansion and renewal opportunities and help grow strategic accounts. Monitor customer health, proactively identify risks, and develop plans to improve adoption and retention. Provide proactive guidance and support, including business reviews and recommendations to maximize customer value. Collect customer feedback and collaborate closely with product and engineering teams to shape our roadmap. Develop and refine customer success playbooks, processes, and best practices as we scale.
Required Qualifications
- 4-8 years of professional experience
- ideally in Customer Success, Account Management, or a similar customer-facing role at a SaaS company
- Proven track record of managing customer relationships
- driving product adoption
- retaining and growing accounts
- Strong relationship-building, communication, and organizational skills
- Comfortable working with multiple stakeholders
- building relationships across functions and levels of seniority
- Self-starter comfortable with ambiguity
- fast-paced environments
- Ability to work in office 5 days/week
Desired Qualifications
- Experience with research, insights, or AI products
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