Customer Success Manager
$90,000–$110,000 year
On-site · New York City, New York, United States
Job Summary
Lead onboarding calls and guide technical implementation to drive customers to value quickly; coordinate with Account Executives to flag risks affecting pilot-to-paid conversion; maintain a high pilot-to-paid conversion rate; proactively check in on accounts and respond to inquiries; identify barriers to adoption and feature use; run trainings and Q&A sessions; build customer education materials (video walkthroughs, guides, emails); drive expansion revenue and surface product gaps to inform the roadmap; document best practices and develop engagement templates across brand personas; help iterate on internal processes to reduce friction for customers; take on additional projects that move the needle.
Required Qualifications
- 2-3 years in a customer-facing role at an early-stage B2B SaaS startup
- Ability to articulate complex concepts simply, both written and verbal
- Knack and passion for process improvement, documentation, and operational efficiency
- Comfortable with technical products
- Familiarity with modern SaaS tools like Slack, Notion, HubSpot, and Linear
- Retail, CPG, or consumer data experience preferred
Desired Qualifications
- 2-3 years in a customer-facing role at an early-stage B2B SaaS startup
- Ability to articulate complex concepts simply, both written and verbal
- Knack and passion for process improvement, documentation, and operational efficiency
- Comfortable with technical products
- Familiarity with modern SaaS tools like Slack, Notion, HubSpot, and Linear
- Retail, CPG, or consumer data experience preferred
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