Strategic Customer Success Manager
On-siteNew York City, New York, United States
Job Summary
Own a revenue number and drive increased revenue, reduced churn, and better user activation for enterprise and PLG books of business. Manage portfolio reviews, renewal prep, onboarding status, and upsell forecasting using agent-led systems, then review, correct, and improve those agents when they miss. Build automation by writing and maintaining agent skills for account briefs, exec engagement mapping, usage reports, churn risk sweeps, and case study drafts. Deploy agents with customers to connect them to Claude, Codex, Factory, and other AI tools via MCP, helping them stand up custom agents on feedback data. Tell stories with data by grounding monthly and quarterly reviews in quantified themes, quotes, and outcomes from customer feedback.
Required Qualifications
- Have owned a revenue number (NRR, expansion, or renewal) for an enterprise or PLG book of business
- Be a hands-on daily user of AI tools like Claude
- Be genuinely excited to build agent workflows
- Be the kind of person who automates their own job
- Be a strong data storyteller
- Have a strong sense of ownership
- Have a desire to make an impact at an early stage startup
- Be eager to learn
- Be excited to meet our customers in person
Desired Qualifications
- Be able to walk through how they hit [their] revenue number
- Be able to turn feedback data into an executive narrative that lands in an EBR
- Go above and beyond whatever we could write in a job description
- Have an example of why you will be an exceptional CSM
- Involve an agent or automation you built that made your customers (or you) measurably better
- Involve your favorite come-from-behind Customer Success story of the last two years
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