Founding Scaled Customer Success Manager

Hadrius; New York (NY); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Full medical/dental/vision

401(k) with 100% match up to 6%

Unlimited PTO

Annual L&D budget

Living stipend if below Chambers street

Job summary

Hadrius is looking for a Scaled Customer Success Manager in New York, NY, dedicated to driving results for over 150 SMB clients. This role emphasizes customer outcomes and involves careful analysis of performance metrics to foster growth. As a key player on a small team, you’ll implement innovative strategies to ensure high levels of satisfaction and engagement.

You’ll also contribute to cross-functional initiatives while leading retention and expansion efforts.

Qualifications

• 2+ years managing an SMB customer base.
• Ability to leverage data for prioritization and decision-making.
• Experience in managing scaled customer programs.

Responsibilities

• Drive SMB retention and expansion outcomes.
• Design and run tiered customer coverage models.
• Conduct customer webinars and lifecycle campaigns.
• Run weekly risk reviews and triage accounts.
• Identify expansion opportunities and create deals.
• Provide feedback to product teams.

Skills

Data fluency

Comfortable with group settings

Systems-oriented

Commercial acumen

Process builder

Cross-functional collaboration

Data-driven discipline

Job description

About Hadrius

Hadrius automates and consolidates securities compliance for investment firms. To do this, we’re building the automated back office for financial firms, using AI to analyze millions of data points from emails to text messages, marketing copy, investment accounts, filings, and more to identify regulatory violations.

Today, over 300+ financial institutions managing $4T+ AUM rely on Hadrius to automate their regulatory compliance. We’re the fastest growing company in the space and the emerging category leader, going from our launch out of the YC W23 batch to $XMs+ ARR in under 24 months and haven’t slowed down since. We have a world-class team and product competing against legacy software that hasn’t innovated in decades, and are looking for exceptional people dedicated to our shared mission to join.

We’re scaling fast, and our SMB segment is where we’re building the most leveraged Customer Success motion in the industry — one where data, automation, and focused human touch create outsized outcomes for hundreds of firms at once.

The Role

As a Scaled Customer Success Manager, you’ll own a portion of the SMB segment book of business — 150+ firms relying on Hadrius to run their compliance programs. This is a customer-facing, outcomes-focused role: you’ll drive adoption, retention, and expansion across the segment by combining high-touch intervention on our highest-value SMB accounts with 1:many programs for the broader book. You’ll help build the initial systems and playbooks alongside our FDE and CS Ops team — you’ll then be the operator who uses them to produce retention and expansion outcomes at scale.

You’d be joining a small, super-high-velocity team. You’ll own meaningful surface area from day one across a team that’s reshaping compliance, and you’ll be part of a team that works incredibly hard and is seeking other exceptional people excited to do the same.

This role reports to the Manager of Customer Success.

What You’ll Own

• SMB retention and expansion outcomes. You’ll carry a Annual Net Dollar Retention and Gross Dollar Retention target on the SMB segment.
• Tiered coverage model. You’ll design and run a 3-tier SMB coverage model: top accounts get direct human touch (QBR-lite, renewal conversations, expansion identification); the next tier gets lightweight programmatic touch; the tail runs on automation with your oversight.
• 1:many customer programs. Customer webinars on new features, lifecycle email triggers, segment-wide campaigns. at regulatory moments (e.g., annual review prep, SEC exam cycles).
• Health-based intervention. You’ll run the weekly risk review for SMB, triage yellow/red accounts, and execute documented save plays — using the health scoring infrastructure built by our CS Ops and FDE teams.
• Expansion identification at scale. You’ll use usage signals, and renewal-distance triggers to identify SMB expansion opportunities and create qualified deals per our documented SOP.
• Feedback to the product loop. You’re closer to more customers than anyone else at Hadrius. Your synthesis of SMB feedback directly shapes EPD priorities and playbooks.

Who You Are

• 2+ years running a scaled or pooled SMB book.
• Fluent in data. You use usage signals, health scores, and renewal-risk data to prioritize your day. You don’t need someone to tell you which accounts matter.
• Comfortable with 1:many motion. You’ve run webinars, written lifecycle emails, and managed segment-wide programs, not just 1:1 relationships.
• Bias toward systems. You see patterns in individual customer problems and turn them into playbooks or automation requests — not bespoke solutions.
• Commercially sharp. You’re comfortable carrying a retention and expansion number, and you know how to translate customer outcomes into commercial outcomes without being pushy.
• Builder’s mindset: You are energized by creating processes from scratch, not just managing what exists.
• Cross-functional operator: you collaborate tightly with Partnerships, Growth, FDE/Implementation, and Engineering.
• Data-driven and disciplined: you use telemetry to prioritize, forecast accurately, and maintain pristine CRM hygiene.

Success Looks Like

First 7 days:

• Ramp on our ICP, value proposition, Hadrius platform, pricing/packaging, and roadmap
• Learn onboarding/implementation flows, CRM hygiene standards, and communication playbooks
• Shadow kickoffs, QBRs/EBRs, and renewal calls; document objections and success patterns
• Begin owning a small set of accounts to establish relationships and success plans
• Begin forming strong opinions on our Scaled Customer Success steady-state and path to get there

First 14 days:

• Top 50 SMB accounts identified, tiered, and on a defined cadence
• Health score applied to the full SMB book; weekly risk review cadence established and intervention plans proposed

First 45 days:

• First 1:many customer engagement program launched (webinar or lifecycle campaign)
• Running customer cadence playbooks and automated outreaches

At 3 months:

• SMB NDR & GDR trending to goal
• Documented scaled-motion playbooks that can be handed to the next Scaled CSM we hire
• SMB case studies sourced for Marketing
• Ticket volume per SMB account trending down via self-service adoption

Compensation

Total Target Compensation (OTE): $120,000–$150,000

• Base salary: $90,000–$120,000
• Variable compensation: $30,000–$40,000
• Equity
• Benefits: full medical/dental/vision, 401(k), unlimited PTO, annual L&D budget

Benefits

• 401k: 100% match up to 6%
• Living Stipend: living stipend if below Chambers street (18,000 Annually)
• Insurance: Healthcare, dental, vision, etc.
• Unlimited PTO