Customer Success Manager ($130k - $140k base + 20% OTE)

Cosmic Partners; New York (NY); Hybrid; USD 130,000 - 140,000; Full time

Benefits offered by this job

Stock options

Health insurance

Dental and vision coverage

Life and AD&D insurance

Disability coverage

401(k) matching

Hybrid work in Manhattan

Job summary

Cosmic Partners in New York is seeking a Senior Customer Success Manager to own strategic enterprise relationships from handover to renewal and to help scale the US customer base. You will lead onboarding, kickoff and adoption programs while building trusted relationships with day-to-day owners, champions, sponsors and economic buyers.

This role focuses on driving platform adoption, health scores and ROI, with opportunities to shape QBRs, health metrics and cross-sell partnerships as the US team

Qualifications

• 3 to 5+ years in customer success, account management, or related tech role.
• Experience owning enterprise or strategic customers in complex B2B environments.
• Strong onboarding, adoption, value realization, retention and renewals.
• Commercial experience contributing to targets such as NRR, GRR, expansion or health.

Responsibilities

• Own focused portfolio of strategic enterprise customers from handover to renewal.
• Lead kick-offs, onboarding sessions and early adoption plans.
• Build relationships with day-to-day owners, champions, sponsors and buyers.
• Create joint success plans connecting platform adoption with outcomes.
• Drive ongoing usage, masterclasses and new features across orgs.
• Monitor usage and feedback to identify risks and opportunities early.
• Establish regular engagement cadences and structured QBRs.
• Mentor Account Managers and raise CS standards in the US team.

Skills

Enterprise experience

Customer success

Account management

Data-driven

Cross-functional

Stakeholder management

Job description

We are working exclusively to find a Customer Success Manager based in New York.

About:

We’re partnering with a fast-growing, VC-backed AI adoption platform helping enterprises turn their AI ambitions into measurable adoption, productivity and long-term value.

The platform helps professionals master tools including ChatGPT, Copilot and Claude Cowork, while supporting organisations as they rebuild workflows around AI.

With growing enterprise traction and an expanding New York team, they are hiring a Senior Customer Success Manager to lead strategic customer relationships and help build their US customer success function.

Key Highlights:

• Approaching $3 ARR, with plans to reach $6m by the end of the year.
• Raised a $3.5m Seed round when they were profitable.
• Proven traction with more than 400 customers across 25 countries.
• Recent enterprise deployments include organisations with more than 2,500 users.
• Users save approximately three hours per week through improved AI adoption.
• 96% of users report improved work quality, with 90%+ reporting increased confidence.
• Enterprise contracts typically start at approximately 500 licences and $100k.
• Growing rapidly across the US, with most customers currently based in New York.
• Building traction across professional services, financial services and technology.
• Helping enterprises govern agentic AI, manage token usage and drive adoption.
• Growing the New York team by another 2 to 4 AEs and 1 to 2 Account Managers over the next six months.
• Joining as the founding senior customer success presence in New York.
• Owning the most strategic US customers while mentoring existing Account Managers.
• Opportunity to shape customer health, QBRs and engagement processes.
• Clear progression as the US customer base and local team continue to scale.

Role:

• Own a focused portfolio of strategic enterprise customers from sales handover through to renewal.
• Lead kick-offs, onboarding sessions and early adoption plans to give customers a strong start.
• Build trusted relationships across day-to-day owners, champions, senior sponsors and economic buyers.
• Create joint success plans that connect platform adoption with measurable customer outcomes.
• Drive ongoing usage of the platform, masterclasses and newly released features across customer organisations.
• Help customers embed AI into everyday workflows while improving licence allocation and token efficiency.
• Monitor usage, progress and customer feedback to identify risks and opportunities early.
• Build and maintain customer health scores using both quantitative and qualitative data.
• Establish regular engagement cadences, including strategic reviews and structured QBRs.
• Demonstrate the value and ROI customers are achieving through improved AI adoption.
• Own renewal readiness, ensuring the right adoption, relationships and outcomes are in place.
• Partner with Account Executives to identify and support cross-sell and expansion opportunities.
• Act as the voice of US customers, sharing structured feedback with Product, Engineering and Learning.
• Help develop repeatable customer success playbooks, reporting and engagement processes.
• Mentor existing Account Managers and help raise customer success standards across the US team.

Requirements:

• 3 to 5+ years of experience across customer success, account management, consulting or another customer-facing technology role.
• Experience owning enterprise or strategic customers within complex B2B environments.
• Strong understanding of customer onboarding, adoption, value realisation, retention and renewals.
• Commercial experience contributing to targets such as NRR, GRR, expansion or customer health.
• Confident building relationships with senior executives while managing day-to-day operational stakeholders.
• Comfortable navigating large organisations with multiple stakeholders, priorities and decision-makers.
• Able to translate technical or strategic concepts into clear language for different audiences.
• Data-led and analytical, using customer signals to form a clear view of account health.
• Proactive in driving customer engagement, including regular calls and in-person meetings.
• Highly organised, with the ability to manage multiple accounts, deadlines and internal stakeholders.
• Capable of working independently within an early-stage US operation and across international time zones.
• A strong listener who understands customer challenges before recommending the right approach.
• Genuinely interested in AI, with a practical understanding of how it is changing workplace behaviours.
• Comfortable mentoring colleagues and contributing to the development of the wider team.
• Excited by the opportunity to build customer success processes rather than simply inherit them.
• $130k to $140k base salary + 20% OTE.
• Approximately 30% variable compensation.
• Stock options in a growing, VC-backed business.
• Hybrid working from the Manhattan office.
• 95% of healthcare costs covered.
• 85% of dental and vision costs covered.
• $100,000 life and AD&D insurance, fully covered.
• Short-term disability cover at 60% of salary, up to $3,000 per month for 12 weeks.
• Long-term disability cover at 60% of salary, up to $12,000 per month.
• 401(k) matching 100% on the first 3% contributed and 50% on the next 2%.