Enterprise Customer Success Manager – Renewals & Onboarding

The Information; New York (NY); Hybride; USD 90 000 - 110 000; Plein temps

Avantages offerts par ce poste

Medical coverage

Fertility benefits

Parental leave

Paid time off

401(k) matching

FSAs

Wellness stipend

Cell phone reimbursement

Office lunches

Résumé du poste

The Information seeks a Customer Success Associate Manager to own renewals, retention, and account operations across a portfolio of 300+ corporate and enterprise customers. The role ensures proactive risk management, seamless onboarding, and hands-on provisioning including SSO access and API/MCP feed setup.

This mid-level role works with CS leadership and the Enterprise Sales team, handling renewals, usage monitoring, and coordination with Product/Engineering to resolve access issues.

Qualifications

• 3+ years in customer success, account management, or client services (B2B/SaaS preferred).
• Experience managing a high volume of accounts.
• Comfort owning renewal conversations, including pricing and terms.
• Working knowledge of SSO/SAML, APIs, or data delivery products; comfortable troubleshooting with technical stakeholders.
• Strong organizational and time-management skills.
• Familiarity with CRM systems (Salesforce preferred).

Responsabilités

• Own the renewal process for a portfolio of 300+ corporate and enterprise accounts.
• Manage renewal timelines, outreach, and execution 90 to 120 days ahead of contract expiration.
• Ensure customers understand renewal terms, pricing, and next steps.
• Monitor usage and engagement to identify churn risk early and take corrective action.
• Escalate at-risk renewals and account issues to Customer Success and Sales.
• Route seat additions and upsell interest surfaced during renewals to Sales.
• Maintain accurate renewal tracking and forecasting in Salesforce.
• Configure SSO access, domain permissions, and seat provisioning for new and renewing accounts.
• Set up and manage API and MCP feed access for customers.
• Run feed trials end-to-end: setup, timelines, and usage monitoring.
• Track trial engagement and hand off conversion-ready trials to Sales.
• Coordinate with Product and Engineering to resolve access and delivery issues.
• Serve as the primary point of contact for day-to-day customer needs on access, usage, billing coordination, and subscriptions.
• Maintain accurate account records in Salesforce, including renewal dates, contacts, and risk indicators.
• Report on renewal progress, retention, and net revenue retention.
• Identify upsell and expansion signals inside and outside the current department or cost center, and hand off qualified opportunities to Sales.
• Support Sales with account context, usage data, and renewal timing to enable successful conversations.

Connaissances

Customer success

Account management

B2B SaaS

Renewals & upsell

CRM (Salesforce)

Cross-functional collaboration

Technical troubleshooting

Description du poste

The Information seeks a Customer Success Associate Manager to own renewals, retention, and account operations across a portfolio of 300+ corporate and enterprise customers. The role ensures proactive risk management, seamless onboarding, and hands-on provisioning including SSO access and API/MCP feed setup.

This mid-level role works with CS leadership and the Enterprise Sales team, handling renewals, usage monitoring, and coordination with Product/Engineering to resolve access issues.