Customer Success Leader — Growth & Retention

Jones; New York (NY); Hybrid; USD 115,000 - 130,000; Full time

Benefits offered by this job

Equity

Job summary

Jones is seeking a Customer Success leader in NYC to build and scale a commercially-minded CSM team. You will own the team's revenue targets, including expansion revenue, net revenue retention, and gross revenue retention, while personally supporting select strategic accounts.

You will partner closely with Sales, RevOps, Product, and leadership to shape how Jones grows its existing customer base and ensures a best-in-class customer experience.

Qualifications

• 6–8+ years in Customer Success or related SaaS/tech roles with at least 2+ years leading a team.
• Proven track record of owning and hitting team targets for expansion revenue and retention.
• Data-driven with experience building forecasts, dashboards, health scoring, and reporting for leadership.
• Strong consultative selling, negotiation skills, and ability to lead conversations with senior stakeholders.
• Experience partnering with Sales and RevOps on compensation, go-to-market design, and cross-functional alignment.

Responsibilities

• Lead and develop a high-performing team of Customer Success Managers.
• Own revenue targets including expansion revenue, NRR, and GRR; forecast renewals and expansions.
• Define and drive upsell/cross-sell strategies and growth plays with Sales on handoffs and larger opportunities.
• Oversee renewals and retention, identifying churn risk early and intervening.
• Manage a set of strategic accounts and lead executive business reviews with C-level stakeholders.
• Build scalable processes and playbooks for account planning, renewal motions, and KPIs.
• Collaborate with Sales, RevOps, Product, and Marketing to shape roadmap and customer advocacy.

Skills

Customer Success

Team Leadership

Forecasting

Dashboards

CRM experience

Executive communication

Sales alignment

Negotiation

Tools

Salesforce

HubSpot

Gainsight

Job description

Jones is seeking a Customer Success leader in NYC to build and scale a commercially-minded CSM team. You will own the team's revenue targets, including expansion revenue, net revenue retention, and gross revenue retention, while personally supporting select strategic accounts.

You will partner closely with Sales, RevOps, Product, and leadership to shape how Jones grows its existing customer base and ensures a best-in-class customer experience.