Customer Success Manager

Gamma; New York (NY); On-site; USD 125,000 - 235,000; Full time

Benefits offered by this job

Benefits

Equity

Job summary

A growing B2B SaaS company is seeking an experienced professional to lead customer success initiatives. The role involves managing customer relationships, ensuring retention, and designing onboarding programs, primarily for accounts on the East Coast. Candidates must have over 5 years of experience in B2B SaaS, a strong data-driven approach, and excellent communication skills. This position offers a salary range of $125K - $235K, reflecting the expertise and qualifications of the candidate.

Qualifications

• 5+ years of B2B SaaS experience in Customer Success or Account Management.
• Proven ability to manage high-touch strategic accounts.
• Active AI user who experiments with new tools.

Responsibilities

• Own customer health, gross retention, and net dollar retention.
• Design and lead onboarding and training programs.
• Build playbooks for common customer journeys.

Skills

B2B SaaS experience

Customer Success

Account Management

Data-driven approach

SQL knowledge

Job description

About the role

You'll transform grassroots product love into thriving team and enterprise accounts. Gamma's B2B motion is growing fast, and this role owns the full customer lifecycle for a dynamic portfolio on the East Coast, from fast-growing startups to large enterprises. Your job is to ensure every account realizes the full value of AI-powered content creation and becomes a long-term advocate for the platform.

You'll own customer health, gross retention, and net dollar retention. That means designing onboarding and training programs that create Gamma champions, navigating complex stakeholder relationships, running executive business reviews that quantify impact, and partnering with Sales to convert high-potential accounts. You'll also build the playbooks and scaled programs that let Customer Success keep pace with Gamma's growth, and experiment with AI-powered workflows that make the function itself more efficient. As one of Gamma's early team members in New York, you'll help establish the culture and pace of our East Coast presence.

Our team has a strong in-office culture and works in person 4–5 days per week in San Francisco. We love working together to stay creative and connected, with flexibility to work from home when focus matters most.

What you'll do

• Own customer health, gross retention, and net dollar retention across your portfolio, with a focus on preventing churn before it happens
• Design and lead onboarding and training programs for new accounts, ensuring successful deployment, deep product adoption, and internal champions who drive expansion
• Build playbooks for common customer journeys and develop one-to-many programs that efficiently serve a growing customer base
• Navigate complex stakeholder relationships and conduct executive business reviews that quantify Gamma's impact on customer workflows
• Partner with Sales to identify and convert high-potential accounts, maintaining ownership of the customer relationship post-sale
• Channel customer feedback to Product and Design on features and use cases that unlock enterprise value

What you'll bring

• 5+ years of B2B SaaS experience in Customer Success, Account Management, or a similar customer-facing role, with a strong track record of meeting or exceeding retention and expansion goals
• Startup experience, preferably at PLG companies managing the transition from self-serve to sales-assisted motion
• Proven ability to manage both high-touch strategic accounts and scaled customer programs, with the resourcefulness to navigate ambiguity in a high-growth environment
• Data-driven approach to customer health, with comfort discussing technical concepts like APIs and SSO with stakeholders
• Active AI user who experiments with new tools and can articulate AI best practices to customers, with the range to context-switch between executive communications and hands-on user training
• SQL knowledge or familiarity with data analysis, a background in design software, or experience building CS operations from scratch (Nice to have)

Compensation range:

The base salary for this full-time position, which spans multiple internal levels depending on qualifications, ranges between $125K - $235K plus benefits & equity.

Final offer amounts are determined by multiple factors, including but not limited to experience and expertise in the requirements listed above.