Founding Customer Success Manager - AI SaaS Growth

Spectrum Search; New York (NY); On-site; USD 120,000 - 170,000; Full time

Job summary

Spectrum Search is seeking a founding Customer Success Manager to own retention, expansion and the customer success function for a growing portfolio of about 100 accounts. This hands-on role reports to senior leadership and offers significant ownership as the first dedicated CS hire.

You will shape onboarding, renewals, and expansion playbooks, driving high-NRR and customer value in a fast-moving AI-enabled home services software context. NYC-based, with travel as needed.

Qualifications

• Experience in Customer Success, Account Management or commercial roles with ownership of outcomes.
• Proven ability to drive retention, expansion and net revenue retention.
• Experience building playbooks and processes in early-stage environments.

Responsibilities

• Own retention, expansion, upsell and referrals across ~100 accounts.
• Manage customer relationships with clear commercial ownership.
• Build and refine Customer Success processes from the ground up.
• Develop onboarding flows, customer health scoring, QBR cadences and renewal processes.
• Identify pain points and translate them into practical solutions.
• Build trusted relationships and identify cross-sell opportunities.
• Leverage AI tools to improve outcomes and internal processes.
• Collaborate with leadership as the function grows.
• Occasional travel to customer offices and sites.
• Demonstrate strong customer-facing communication and relationship skills.

Skills

Account Management

Customer Success

NRR (Net Revenue Retention)

Upsell

Relationship Management

Cross-functional Collaboration

Onboarding

Commercial Ownership

Tools

CRM

AI tools

Job description

Spectrum Search is seeking a founding Customer Success Manager to own retention, expansion and the customer success function for a growing portfolio of about 100 accounts. This hands-on role reports to senior leadership and offers significant ownership as the first dedicated CS hire.

You will shape onboarding, renewals, and expansion playbooks, driving high-NRR and customer value in a fast-moving AI-enabled home services software context. NYC-based, with travel as needed.