Customer Success Manager

Katapult; New York (NY); Hybrid; USD 75,000 - 100,000; Full time

Benefits offered by this job

25 days vacation

401(k)

Hybrid NYC office

Job summary

Katapult in New York City is hiring a Customer Success Manager to own the full lifecycle of a portfolio of mid-market and enterprise SaaS customers, from onboarding through renewal.

You'll collaborate with Sales, Product and Operations, drive QBRs, identify upsell opportunities, and work with senior stakeholders to maximize adoption and growth. This role offers hybrid work from the NYC office with significant ownership.

Qualifications

• 3 years in Customer Success or similar commercial role.
• Experience managing complex B2B SaaS accounts.
• Comfortable owning renewals and expansion.

Responsibilities

• Own a portfolio of mid-market & enterprise customers.
• Oversee onboarding, adoption, QBRs, renewals and expansion.
• Build relationships with senior stakeholders and decision-makers.
• Identify and close upsell & cross-sell opportunities.
• Collaborate with Sales, Product and Operations.
• Use data to drive adoption and growth.

Skills

Customer Success

Account Management

B2B SaaS

Renewals Upsell

Executive communication

Analytics

Job description

Customer Success Manager | SaaS

New York City | $75K--$100K 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 opportunitiesRun 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
• Excellent English communication skills
• Comfortable working autonomously in a fast-growing environment

What's on offer?

• $75,000--$100,000 base salary bonus
• 25 days paid vacation
• 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.