Customer Success Manager — Retention & Enforcement (NYC)

Bustem, LLC; New York (NY); On-site; USD 100,000 - 130,000; Full time

Benefits offered by this job

Lunch and dinner stipend

Bi-weekly team events

Direct access to founder and CTO

Job summary

Bustem is seeking a hands-on Customer Success Manager in New York to own the full lifecycle of a retainer book, from onboarding through renewals and expansion. You will partner with enforcement to translate technical outcomes into clear client updates, keeping accounts healthy and focused on revenue retention.

This is a fast-paced, client-facing role in a growing company. This role offers a bootstrapped environment with direct access to the founder and CTO, emphasizing proactive communication,

Qualifications

• 5+ years of experience in customer success, account management, or a client-facing revenue-retention role.
• Experience in brand protection, e-commerce, or SaaS preferred.

Responsibilities

• Own onboarding, renewals, and expansion across your book.
• Keep client setup, documentation, and account context accurate.
• Anticipate risks and priorities before they become blockers.
• Run proactive 30-, 60-, and 90-day account check-ins.
• Respond immediately to cancellation signals and renewal risk.
• Document interventions and outcomes to improve retention.
• Learn how threats, takedowns, and outcomes are managed.
• Turn enforcement work into clear, outcome-driven client updates.
• Track cases, approvals, and account health across your book.
• Escalate urgent issues and drive every case to resolution.
• Respond to client messages with same-day urgency.
• Use client feedback to improve communication and outcomes.

Skills

Customer success

Account management

Client-facing

SaaS

E-commerce

Brand protection

Job description

Bustem is seeking a hands-on Customer Success Manager in New York to own the full lifecycle of a retainer book, from onboarding through renewals and expansion. You will partner with enforcement to translate technical outcomes into clear client updates, keeping accounts healthy and focused on revenue retention.

This is a fast-paced, client-facing role in a growing company. This role offers a bootstrapped environment with direct access to the founder and CTO, emphasizing proactive communication,