Operations: Manager, Customer Success - Onsite NYC or SF

Abhito Llc; New York (NY); Hybrid; USD 140,000 - 200,000; Full time

Job summary

Abhito Llc is hiring a Manager of Customer Success for onsite roles in NYC or SF. You will lead a team of 6–8 CSMs while carrying 3–5 strategic accounts and own NRR targets.

The role involves building scalable CS processes, expanding existing client relationships, and partnering with executive stakeholders across healthcare organizations with up to 25% travel. We seek a leader with 5–8 years in CS/AM in SaaS, AI-native software, or HealthTech, including 2+ years managing a customer-facing CS/AM

Qualifications

• 5–8 years in Customer Success, Account Management, SaaS, AI-native software, or HealthTech.

Responsibilities

• Lead a team of 6–8 CSMs while managing 3–5 strategic accounts.
• Own NRR targets and build playbooks to grow existing client relationships.
• Hire, coach, and develop CSMs with retention and growth metrics.
• Build scalable CS systems, processes, and playbooks for rapid expansion.
• Partner with C-suite stakeholders and lead QBRs with healthcare organizations; travel up to 25%.

Skills

Customer Success

Account Management

SaaS

AI-native software

HealthTech

Job description

Operations: Manager, Customer Success - Onsite NYC or SF

NY/CA — NYC/SF Full time

Location NY/CA — NYC/SF

Employment type Full time

Salary range USD 140,000.00 - 200,000.00

Visa types accepted US Citizen Green Card

Our client is a fast-growing healthcare AI startup seeking a Manager of Customer Success to lead and scale a team of CSMs while owning a small book of strategic accounts as a player-coach. This is a builder role for a seasoned CS leader who can bring operational rigor, drive commercial expansion, and set the standard for executive presence across a high-performing team.

What You’ll Do

• Manage a team of 6–8 CSMs while carrying your own book of 3–5 strategic accounts
• Own NRR targets and build the playbook for growing and expanding existing client accounts
• Hire, coach, and develop CSMs — setting performance standards and owning team-level retention and growth
• Build scalable CS systems, processes, and playbooks from scratch to support rapid growth
• Partner with C-suite stakeholders and lead QBRs with healthcare organizations — up to 25% travel

Key Requirements

• 5–8 years in Customer Success, Account Management, or related roles in SaaS, AI-native software, or HealthTech
• 2+ years managing a customer-facing CS or AM team with retention and expansion accountability
• Proven track record driving commercial outcomes — upsells, expansions, and NRR
• Early-stage startup experience — has structured or built out a CS function from scratch
• Full CS motion ownership — onboarding, adoption, renewal, and expansion
• Executive presence — concise communicator, strong first impression, presents well
• Healthcare or health systems experience a plus