Customer Success Manager (New York City)

Method Recruiting, a 3x Inc. 5000 company; New York (NY); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

On-site in New York City

Job summary

Our client is a rapidly growing AI company in New York City transforming how enterprises conduct customer research and turn feedback into actionable insights. The Customer Success Manager will own strategic customer relationships, guide onboarding and adoption, and help clients maximize value from the platform in a fast-moving environment.

The role is ~60% day-to-day customer support and enablement and ~40% strategic account growth, including expansion conversations and executive engagement.

Qualifications

• Approximately 5–8 years of professional experience in a customer-facing role.
• Experience with enterprise SaaS, consulting, banking, professional services, or account management.
• Able to own relationships with enterprise and Fortune 500 customers.
• Strong communication, translating complex info into executive-ready conversations.
• Highly organized, able to multi-thread priorities.

Responsibilities

• Own a portfolio of 15–45 accounts and guide onboarding, adoption, and strategic planning.
• Serve as a trusted advisor to identify opportunities and prevent churn.
• Monitor usage and address adoption gaps and risks.
• Build relationships across organizations and expand engagement to new teams.
• Lead QBRs, executive check-ins, training, and product demos.
• Support renewals and seat/platform expansion opportunities.
• Troubleshoot needs and coordinate with internal teams to resolve issues.
• Provide customer feedback to Product and Engineering to shape playbooks as the company scales.

Skills

Customer-facing

Account management

Communication

Organization

Problem solving

Strategic thinking

Job description

Customer Success Manager

Location: 5 days/week on-site in New York City

Our client is a rapidly growing AI company transforming how leading organizations conduct customer research and turn feedback into actionable insights. Their platform uses AI to conduct in-depth interviews, analyze conversations, and surface executive‑ready insights in a fraction of the time required by traditional research.

Already trusted by some of the world’s most recognizable enterprise brands, the company is scaling quickly and looking for a Customer Success Manager to own strategic customer relationships and help clients get maximum value from the platform.

This is not a traditional quota‑carrying CSM role. It’s a highly consultative, customer‑facing position for someone who can build credibility with sophisticated enterprise stakeholders, solve problems quickly, and thrive in a fast‑moving environment where there is still plenty to build.

What You’ll Do

• Own a portfolio of approximately 15–45 accounts, depending on customer segment and experience level.
• Guide customers through onboarding, adoption, ongoing platform usage, and strategic account planning.
• Serve as a trusted advisor to customers, helping them identify opportunities to get more value from the platform.
• Monitor account utilization and proactively address adoption gaps or potential churn risks.
• Build relationships across customer organizations, developing multiple champions and expanding engagement into new teams.
• Lead QBRs, executive check‑ins, training sessions, enablement, and product demos.
• Support renewals and identify opportunities for seat and platform expansion.
• Troubleshoot customer needs and partner internally to resolve issues quickly.
• Bring customer feedback to Product and Engineering and help shape the customer success playbook as the company scales.

The role will generally be ~60% day‑to‑day customer support and enablement and ~40% strategic account growth, including expansion conversations, multi‑threading, renewals, and executive engagement.

What Our Client is Looking For

• Approximately 5–8 years of professional experience, ideally with a strong track record in a customer‑facing environment.
• Experience may come from Customer Success, consulting, banking, professional services, account management, or another highly client‑facing field.
• Polished and credible enough to own relationships with sophisticated enterprise and Fortune 500 customers.
• Strong communicator who can translate complex information into clear recommendations and executive‑ready conversations.
• Highly organized and comfortable managing multiple customer relationships and priorities simultaneously.
• Scrappy, hungry, and willing to jump into the details rather than relying on established processes.
• Comfortable operating in a high‑growth environment where you’ll help build processes as the company scales.
• Experience with enterprise SaaS, research, insights, or AI products is helpful but not required.

How Success Is Measured

Success will center around customers actively getting value from what they’ve purchased. Key measures include platform utilization, gross and net revenue retention, account expansion, and multi‑threading across customer organizations.

Why Join?

You’ll join a well‑funded, rapidly scaling AI company with significant enterprise traction and the opportunity to work directly with some of the world’s leading brands. This is an opportunity to take meaningful ownership early, help shape how Customer Success operates as the company grows, and build your career alongside an ambitious team.