Customer Success Manager (New York)

introw.io; New York (NY); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Macbook Air and iPhone

Fully paid phone subscription

Healthcare benefits plan

Meal vouchers

Awesome Introw merchandise

Team drinks and events

Job summary

Introw is seeking a Customer Success Manager in New York to guide customers through onboarding, adoption, and value realization in a fast-growing B2B SaaS environment.

You will build relationships with key stakeholders, collaborate with Product, Sales, and Operations, and monitor health metrics to drive renewals and expansions while shaping the customer journey.

Qualifications

• 2+ years of SaaS customer success management experience.
• Proven ability to onboard, renew, and expand enterprise and SME accounts.
• Strong relationship-building and communication skills.

Responsibilities

• Lead customer onboarding from kickoff to go-live and set a solid foundation for success.
• Proactively manage a portfolio of clients to drive retention and measurable outcomes.
• Build trusted relationships with key stakeholders and advocate for customer needs.
• Collaborate with Product, Sales, and Operations to align on goals and deliver a seamless experience.
• Monitor account health, usage, and performance to anticipate risks and identify growth opportunities.
• Identify and execute expansion opportunities that increase customer value and revenue.
• Own the renewal process, leading contract and pricing discussions focused on ROI.
• Develop strategic account plans to maximize adoption, retention, and expansion.
• Share customer insights to influence product improvements and optimize journeys.
• Champion proactive engagement and customer advocacy across the organization.

Skills

SaaS CSM

Onboarding

Account management

Relationship management

Renewals & upselling

Cross-functional collaboration

Tools

HubSpot

Salesforce

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