Customer Success Manager
RemoteNew York City, New York, United States
Job Summary
Own a diverse portfolio of accounts as the primary point of contact throughout the customer lifecycle, from onboarding through renewal. Guide customers through complex, data-intensive compliance and reporting workflows tied to EPR and packaging regulations across multiple jurisdictions. Project manage multiple accounts simultaneously against strict regulatory deadlines, coordinating cross-functionally with Product, Delivery, and Enablement teams. Build and maintain relationships across multiple stakeholder levels, running structured cadences including QBRs and proactive health reviews. Own the full renewal cycle—forecasting accurately, managing risk proactively, and closing on time. Identify and develop upsell and cross-sell opportunities across both compliance and plastic recovery product lines. Work with large, complex data sets to surface customer insights, monitor submission accuracy, and flag issues early. Maintain accurate account data, health scores, and renewal forecasts in our CS platform and CRM.
Required Qualifications
- 3+ years of experience in a Customer Success Manager role, owning a book of business with direct accountability for retention and growth
- Proven ability to manage customers through compliance, regulatory, or data-intensive workflows with hard deadlines
- Demonstrated comfort working with large data sets — you can analyze, interpret, and communicate data clearly to non-technical stakeholders
- Strong project management skills — able to run multiple workstreams in parallel without dropping the ball
- Experience with HubSpot or a comparable CRM; you keep your data clean and use it to drive decisions
- AI-forward mindset — you actively use AI tools to work smarter, automate repetitive tasks, and improve the quality of your customer interactions
- Comfortable operating in a startup environment with evolving processes, products, and priorities
- Strong written and verbal communication — you can simplify complex regulatory or technical concepts for a range of audiences
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