Customer Success Manager, SMB

Cognitrio; New York (NY); Hybrid; USD 180,000 - 240,000; Full time

Job summary

Cognitrio is seeking a Customer Success Manager for the SMB segment based in New York City. This full-stack role combines technical deployment with strategic account management to own the customer journey from contract signing through renewal and expansion.

You will drive adoption, work with the BTops team on deployments, and act as a Success Engineer to optimize workflows while ensuring high user adoption and measurable business value.

Qualifications

• 4+ years in Customer Success, Account Management, or Implementation in SaaS/AI.
• Must translate technical feedback for product/engineering teams.
• Ability to manage renewals and identify upsell opportunities.

Responsibilities

• Lead Onboarding and Implementation from Closed-Won to production.
• Collaborate with BTops to implement tweaks for deployments.
• Serve as a Success Engineer to guide technical workflows.
• Own post-sales revenue, renewals, and up-sell opportunities.
• Translate customer feedback into actionable product insights.
• Design and drive operational change to maximize AI ROI.

Skills

Customer Success

Account Management

SaaS Experience

Technical Communication

Renewals & Upsell

Job description

The Customer Success Team at Cognitrio is where the promise of AI becomes a daily reality for our partners. We don't just deliver a product and walk away; we are the long-term guardians of our customers' success, ensuring that every solution we deploy drives measurable business value.

This team is high-empathy, technically curious, and commercially savvy. We act as the bridge between "technical deployment" and "operational excellence." We pride ourselves on being the elite AI advocates that our SMB partners rely on to stay ahead of the curve, ensuring their teams are empowered by our technology, not limited by it.

About the Role

We are looking for a Customer Success Manager for the SMB segment who thrives at the intersection of technical implementation and strategic account management. This is a unique, "full-stack" success role where you will own the customer journey from the moment a contract is signed.

In this role, you will work directly with our customers to drive adoption, while collaborating closely with our Business Technical Operations (BTops) team for support, project-based deployments, and specific tweaks to customer solutions. You will serve as a Customer Success Engineer to troubleshoot and optimize technical workflows, and as an Account Manager responsible for renewals and expansion.

Location: This role is based in New York City, NY. We use a hybrid work model (3 days in-office per week).

In this role, you will:

• Lead Onboarding & Implementation: Own the transition from "Closed-Won" to "In-Production," project managing the deployment of AI-native workflows to ensure a seamless launch.
• Partner with BTops: Collaborate with the Business Technical Operations team to implement custom technical tweaks and manage complex, project-based deployment needs for your customers.
• Act as a Success Engineer: Provide technical guidance and support, helping customers navigate the nuances of their deployed solutions and ensuring high user adoption.
• Drive Commercial Growth: Own the post-sales revenue cycle, including contract renewals and identifying upsell/expansion opportunities within your book of business.
• Be the Voice of the Customer: Translate technical feedback and operational pain points into actionable insights for our product and engineering teams.
• Architect Operational Change: Work alongside customer stakeholders to ensure their teams are evolving their business processes to maximize the ROI of AI.

You might thrive in this role if you:

• Have 4+ years of experience in Customer Success, Account Management, or Implementation, ideally within a high-growth SaaS or AI environment.
• Possess a "Success Engineer" mindset: You aren't afraid to dive into technical workflows to understand why a deployment isn't hitting its mark.
• Are commercially driven: You have a proven track record of hitting renewal targets and growing account value through strategic upselling.
• Are an expert communicator: You can explain complex AI concepts to a non-technical manager while holding your own in a strategy session with a CEO.
• Thrive in a collaborative environment: You enjoy working across teams, specifically with technical ops, to solve customer problems.
• Stay up to date on industry trends, particularly how AI is specifically impacting the SMB landscape.

About Cognitrio

Cognitrio is a young, fast-paced software service company dedicated to helping businesses move toward and leverage an AI-driven future. Our long-term vision is centered on enabling companies to not be limited by their technology, but instead by the imagination of their people.

Our mission is clear: we design, build, and run AI-native solutions that help organizations accelerate outcomes so their teams can stay focused on their core business.

Equal Opportunity Employer

We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristics.

Background checks for applicants will be administered in accordance with applicable law. Qualified applicants with arrest or conviction records will be considered for employment consistent with those laws, including the New York City Fair Chance Act.

Compliance

To notify Cognitrio that you believe this job posting is non-compliant, please email [e-mail].

Compensation

$180K - $240K + Equity

Salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. We share this range voluntarily to support pay transparency and align with NYC guidance as we grow.

We can share more about total compensation, including equity and benefits, during the hiring process.