Customer Success Manager - Growth & Renewals in NYC

Upflow; New York (NY); On-site; USD 90,000 - 110,000; Full time

Job summary

Upflow is seeking a Customer Success Manager to own a portfolio of US accounts in our in-office NYC hub. You will drive value delivery, monitor health, and lead renewals and expansions, ensuring high Net Revenue Retention.

The role collaborates closely with Sales, Marketing, and Product/Engineering to align, learn, and scale success across the customer lifecycle. The ideal candidate has 1–4 years in a CSM-like role, a customer-centric mindset, and excellent English communication.

Qualifications

• 1–4 years of experience in a CSM role or similar position
• Entrepreneurial mindset, thrives in a fast-paced, rapidly changing environment
• Customer‑centric: genuinely passionate about delivering outstanding service
• Excellent written and verbal communication skills in English
• Based in NYC or surrounding cities

Responsibilities

• Own and scale a portfolio of US accounts across the full customer lifecycle — onboarding handoff, health monitoring, renewals, and expansion
• Monitor account health and flag at-risk accounts early; identify risk and upsell signals for senior level roles
• Forecast, hit, and exceed GRR and NRR targets for your portfolio
• Conduct QBRs and build strategic account plans that surface growth opportunities
• Build Upflow Champions — identify and strengthen relationships with key stakeholders and decision makers

Skills

Customer Success

English communication

NYC based

Tools

NetSuite

QuickBooks

Sage

Xero

Zuora

Stripe

Job description

Upflow is seeking a Customer Success Manager to own a portfolio of US accounts in our in-office NYC hub. You will drive value delivery, monitor health, and lead renewals and expansions, ensuring high Net Revenue Retention.

The role collaborates closely with Sales, Marketing, and Product/Engineering to align, learn, and scale success across the customer lifecycle. The ideal candidate has 1–4 years in a CSM-like role, a customer-centric mindset, and excellent English communication.