Customer Success Manager (New York)

introw; New York (NY); On-site; USD 85,000 - 125,000; Full time

Benefits offered by this job

Macbook Air

iPhone

Fully paid phone subscription

Healthcare benefits plan

Meal vouchers

Awesome Introw merchandise

Team drinks and events

Job summary

Introw in New York is seeking a Customer Success Manager to guide customers through their journey, drive adoption, and champion success. You will lead onboarding, manage a portfolio, and collaborate with Product, Sales, and Operations to ensure value realization and ROI.

The role focuses on retention, expansion, and strong stakeholder relationships, with a customer-centric approach in a fast-growing B2B SaaS environment.

Qualifications

• Minimum two years SaaS CSM experience with SMEs and enterprise clients.
• Strong focus on retention, upsell, and adoption.
• Familiarity with CRM tools a bonus (HubSpot or Salesforce).

Responsibilities

• Lead customer onboarding from kickoff to go-live ensuring smooth implementation and long-term success.
• Proactively manage a portfolio of clients to drive retention and measurable business outcomes.
• Build strong relationships with key stakeholders and act as customer advocate.
• Collaborate with Product, Sales, and Operations to align on goals and resolve issues.
• Monitor account health, usage, and performance metrics to anticipate risks and growth.
• Identify and execute expansion opportunities to grow customer value.
• Own renewal process, leading contract and pricing discussions around ROI.
• Develop strategic account plans to maximize adoption, retention, and expansion.
• Share customer insights to influence product improvements and journey optimization.
• Champion proactive engagement and customer advocacy across the org.

Skills

SaaS CSM

Customer Success

Job description

Are you a strategist who can deeply understand client needs and turn them into lasting partnerships?

A problem-solver who ensures every customer gets maximum value from their investment?

If so, we’re looking for you to join our team as a Customer Success Manager - someone who can guide customers through their journey, drive adoption, and champion their success every step of the way.

About Introw

Introw is a B2B SaaS platform leveraging AI to transform how partnerships drive business growth. Since our launch in early 2023, we’ve become the go-to solution for hundreds of companies worldwide, turning partnerships into powerful revenue engines.

In October Introw raised $3M in funding, led by Visionaries VC (also invested in Lovable, N8N, Personio...) to unlock further growth.

As we enter our next phase of growth, we're seeking a dedicated full-time Customer Success professional to join our dynamic team.

Tasks

• Lead customer onboarding from kickoff to go-live, ensuring smooth implementation and a strong foundation for long-term success.
• Proactively manage a portfolio of clients to drive retention, satisfaction, and measurable business outcomes.
• Build strong, trusted relationships with key stakeholders and act as an advocate for customer needs.
• Collaborate closely with Product, Sales, and Operations to align on customer goals, resolve issues, and deliver a seamless experience.
• Monitor account health, usage, and performance metrics to anticipate risks and identify opportunities for growth.
• Identify and execute on expansion opportunities that grow customer value and contribute to revenue growth.
• Own the renewal process, leading contract and pricing discussions with a focus on value realization and ROI.
• Develop and execute strategic account plans to maximize adoption, retention, and expansion.
• Share customer insights and feedback to influence product improvements and optimize the customer journey.
• Champion a culture of proactive engagement, continuous learning, and customer advocacy across the organization.

Requirements

• You are in love with the product: You have a deep passion for sales and technology and are eager to sell innovative solutions.
• You are in love with the narrative: You have an entrepreneurial spirit and are driven to achieve results.
• SaaS CSM Experience: You have a minimum of two years of experience in SaaS CSM, preferably with both SMEs and enterprise clients.
• Bonus: Bonus points if you have experience working with HubSpot or Salesforce

Benefits

On top of a competitive salary, we offer the following benefits:

• Macbook Air and iPhone
• Fully paid phone subscription
• Healthcare benefits plan
• Meal vouchers
• Awesome Introw merchandise
• Team drinks and events

Ready to turn great relationships into long-term growth? Let’s talk!

Apply now and help us redefine the future of B2B partnerships.

Contact Kitti directly via LinkedIn: https://www.linkedin.com/in/kitti-meszaros/