Customer Success Manager

Liminal; New York (NY); Hybrid; USD 95,000 - 125,000; Full time

Benefits offered by this job

Equity

Medical, dental, and vision coverage

401(k)

Hybrid work based in Union Square

Job summary

Liminal in New York is seeking a Customer Success Manager to own a portfolio of accounts, guiding adoption and expansion with a trusted advisor approach.

You will coordinate across advisory, research, product, and sales teams to deliver tailored intelligence and strategic outcomes for each customer.

The role emphasizes onboarding, health scoring, expansion triggers, and renewal management, with hybrid work from Union Square in NYC.

Qualifications

• 3+ years in customer-facing roles, including 2+ years as a Customer Success Manager in B2B SaaS.
• Obsessed with customer experience and measurable success.
• Experience with usage-based or credit-based commercial models.
• Ability to read usage data and identify churn indicators.
• Experience managing stakeholders from analysts to executives.
• Familiarity with at least one of our six markets.
• Able to work hybrid from our Union Square office.

Responsibilities

• Own a portfolio of new and existing accounts as a trusted advisor and build durable, multi-threaded relationships across customer teams.
• Lead day-to-day relationships, coordinating with advisory, research, product, and sales teams to bring the right intelligence to each customer.
• Partner with customers to turn market questions into business outcomes, running game plan refreshes and Coach AI sessions.
• Demonstrate platform depth as needs evolve, surfacing use cases across our six markets and linking new capabilities to live problems.
• Own credit consumption, adoption, and renewal health for a $50K–$200K portfolio.
• Run a 90-day onboarding to move new customers from access to habitual use.
• Monitor usage patterns and flag tier upgrade opportunities to the COO and Sales.
• Lead recurring business reviews tying customer goals to platform outcomes and usage data.
• Drive activation across multiple stakeholders, not just the primary champion.
• Be the voice for customers with Product to improve value and keep data current in HubSpot.

Skills

Customer Success

Account Management

Data Analysis

Stakeholder Management

Usage-Based Billing

AI/ML Tools Familiarity

HubSpot

Tools

HubSpot

Job description

Liminal is the intelligence platform for the people building and buying the technology that keeps the digital economy safe. Our platform delivers AI-powered solutions that empower customers to assess, interpret, and respond to global market shifts, critical events, and regulatory developments. We are a Series A company of about 60 people.

The Role

Your job is to help our customers get the most out of verified, actionable intelligence tailored to their markets and problems. As a CSM, you own a portfolio of accounts and make sure each customer is using the platform to answer the questions that matter to their business, whether that's a game plan refresh, a battle card update, or a session with Coach AI.

That means understanding each customer's market, their workflows, and what they need to act on. When usage slows, you identify the cause and address it well ahead of the renewal. You will work with the Chief Operations Officer to build the core CS motions: the 90-day onboarding program, health scoring, adoption milestones, and expansion triggers.

What You'll Do

• Own a portfolio of new and existing accounts as a trusted advisor and build durable, multi-threaded relationships that grow across each customer's teams
• Lead the day-to-day relationship, coordinating across Liminal's advisory, research, product, and sales teams to bring the right people and the right intelligence to each customer
• Partner with customers to turn their market questions into real business outcomes, running game plan refreshes, battle card updates, and Coach AI sessions
• Demonstrate the platform's depth as customer needs evolve, surfacing use cases across our six markets they haven't yet tapped and connecting new capabilities to live problems on their desk
• Own credit consumption, adoption, and renewal health for a portfolio of accounts in the $50K–$200K range
• Run a 90-day onboarding that takes new customers from platform access to confident, habitual use
• Monitor usage patterns and flag tier upgrade opportunities (Single Market to Multi-Market) to the COO and Sales
• Watch for early churn signals such as slowing credit consumption, dormant users, and stalled workflows, and intervene with a clear plan
• Lead recurring business reviews that tie customer goals to platform outcomes and usage data
• Drive activation across multiple stakeholders in each account, not just the original champion
• Be the voice and champion for your customers internally, bringing their needs and issues to the Product team to improve value
• Keep account data current in HubSpot: health scores, usage signals, and expansion indicators
• Turn what works into playbooks, enablement, and repeatable CS motions the whole function can run

What We're Looking For

• 3+ years of professional experience in customer-facing roles, including 2+ years as a Customer Success Manager in B2B SaaS
• Maniacal commitment to customer experience: you sweat the details of every interaction and measure yourself by whether the customer actually succeeded, not whether the task got done
• Experience with usage-based, consumption, or credit-based commercial models
• Retention and expansion outcomes you can speak to specifically
• Comfort with data: you can read usage patterns, spot leading indicators of churn, and segment accounts by behavior
• Comfortability working with the latest AI models including connectors, MCP services, advanced configurations.
• Experience managing stakeholders from analysts to executives in enterprise accounts
• Familiarity with at least one of our six markets
• Experience at an early-stage company where you helped build processes
• Able to work hybrid from our Union Square office

What We Offer

• $95,000–$125,000 base salary plus performance bonus tied to NRR and consumption metrics, and equity
• The chance to help build the CS function and its playbooks
• Medical, dental, and vision coverage; 401(k); flexible PTO
• Hybrid work based in Union Square, NYC