Customer Success Manager

Smith Hanley Associates; San Francisco (CA); On-site; USD 90,000 - 140,000; Full time

Job summary

Smith Hanley Associates is seeking a Customer Success Manager in San Francisco or New York City. You will own the customer relationship from onboarding forward, driving adoption, renewals, and expansion to ensure clients gain maximum value from the platform.

You will collaborate across insights, marketing, product, and sales to build strong, long-lasting partnerships with enterprise accounts in a fast-growing company that values speed and responsiveness.

Qualifications

• 4–8 years of experience in customer success or related field.
• Experience with enterprise accounts and SaaS is a plus.
• Strong relationship-building and communication skills.
• Comfortable in a fast-paced startup environment.

Responsibilities

• Own the customer relationship from onboarding forward.
• Onboard and drive adoption of the platform.
• Build relationships across insights, marketing, product, and other teams.
• Partner with sales on renewals and account expansion.
• Spot opportunities to grow relationships organically.
• Provide customer feedback to product and engineering.
• Help build the customer success playbook as the company scales.

Skills

Relationship-building

SaaS experience

Enterprise accounts

Client-facing

Curious

Organized

Job description

Title: Customer Success Manager Location: San Francisco or New York City Compensation: Contact: Lindsey Bartlett | [e-mail]

Love clients? Love technology? Like the idea of joining a company that is growing at a slightly ridiculous pace? Keep reading. We’re partnering with a seriously fast‑growing, AI‑native research platform that is changing how major companies understand their customers. Think deep customer conversations + AI + executive‑ready insights, delivered in days instead of the traditional “circle back in six weeks” research timeline. They’ve raised significant funding, are already working with some of the biggest and most innovative companies in the world, and have grown annualized revenue 15x since launch. This is very much a get in early and help build it opportunity. They’re looking for a Customer Success Manager to own what happens after the sale: building relationships, driving adoption, keeping customers happy, spotting opportunities to grow accounts, and generally making sure clients are getting a ton of value from the platform.

What You’ll Actually Do

You’ll own the customer relationship from onboarding forward.

That means:

• Become the go-to person for key enterprise accounts
• Get customers onboarded, engaged and actually using the platform
• Build strong relationships across insights, marketing, product and other teams
• Help clients figure out how to get more value from the technology
• Partner with sales on renewals and account expansion
• Spot opportunities to grow relationships organically
• Bring customer feedback back to product and engineering
• Help build the customer success playbook as the company scales

This is not a “check in once a quarter and ask how things are going” customer success job. You’ll be expected to understand your clients, understand their businesses, anticipate what they need and become someone they genuinely want to work with.

Who We’re Looking For

Probably someone with 4–8 years of experience who is smart, polished, outgoing and very comfortable with clients. Customer-facing experience is a big plus. So is experience around market research, consumer insights, SaaS, research technology or AI — but we’re more interested in finding someone with the right brain and personality than checking every single box. You should be:

• Relationship-y. You genuinely like people and know how to build trust.
• Commercial. You can recognize when a happy customer could become a bigger customer.
• Curious. You ask good questions and actually want to understand how your clients operate.
• Scrappy. There isn't going to be a 200-page manual telling you how to do everything.
• Organized. Because “scrappy” cannot mean chaos.
• Comfortable with speed. This is a startup. Things will change. Quickly.