Customer Success Manager

Katapult; New York (NY); Hybrid; USD 80,000 - 105,000; Full time

Benefits offered by this job

401(k)

Hybrid work from NYC office

High ownership and autonomy

International, fast-growing SaaS

Room to develop for US growth

Job summary

Katapult is seeking a commercially minded Customer Success Manager to own and grow a portfolio of mid-market and enterprise customers from onboarding through renewal. This role emphasizes driving adoption, expansion and renewals, with a strong focus on executive-level relationship-building.

You will manage renewals, upsell opportunities, and collaborate with Sales, Product and Operations to maximize customer value in a fast-growing SaaS environment.

Qualifications

• 3+ years in Customer Success or another commercial client-facing role.
• Experience managing complex B2B SaaS accounts.
• Experience owning renewals, upsell and expansion.

Responsibilities

• Own a portfolio of mid-market & enterprise customers.
• Manage the full lifecycle: onboarding, adoption, QBRs, renewals & expansion.
• Build relationships with senior stakeholders and decision-makers.
• Identify and close upsell & cross-sell opportunities.
• Use customer and usage data to improve adoption and uncover growth opportunities.
• Run commercial conversations around value, contracts and renewals.
• Work closely with Sales, Product and Operations.

Skills

Customer Success

Account Management

SaaS

Commercial acumen

Executive communication

Tools

Salesforce

Job description

New York City | $80K–$105K base + bonus | Hybrid

For a fast-growing international SaaS company, we’re looking for a commercially minded Customer Success Manager to manage and grow a portfolio of complex customers.

This isn’t a support-heavy CSM role. You’ll own the full customer lifecycle, from onboarding and adoption through expansion and renewal, working with well-known international companies and senior stakeholders.

What will you do?

• Own a portfolio of mid-market & enterprise customers
• Manage the full lifecycle: onboarding, adoption, QBRs, renewals & expansion
• Build relationships with senior stakeholders and decision-makers
• Identify and close upsell & cross-sell opportunities
• Use customer and usage data to improve adoption and uncover growth opportunities
• Run commercial conversations around value, contracts and renewals
• Work closely with Sales, Product and Operations

What are we looking for?

• 3+ years in Customer Success, Account Management or another commercial client-facing role
• Experience managing complex B2B accounts, ideally within SaaS
• Previous sales experience or clear commercial responsibility
• Comfortable owning renewals, upsell and expansion
• Strong analytical and problem-solving skills
• Confident presenting to executives and key decision-makers
• Comfortable working autonomously in a fast-growing environment

What’s on offer?

• $80,000–$105,000 base salary + bonus
• 401(k)
• Hybrid working from the New York City office
• High level of ownership and autonomy
• International, fast-growing SaaS environment
• Plenty of room to develop as the US business continues to scale

A strong opportunity for someone who enjoys Customer Success but doesn’t want to spend their entire day answering support tickets. You’ll be expected to understand the customer, challenge them where needed, and actively grow the relationship.