Senior Customer Success Manager

Few&Far; New York (NY); On-site; USD 120,000 - 180,000; Full time

Job summary

Few-Far is redefining how organisations listen, learn, and act through scalable customer success, powered by human facilitation and AI-driven insights. We seek a Senior Customer Success Manager to design, launch, and lead our CS function in New York, creating a playbook and scalable processes for top customers.

You will manage internal engagement with partners and serve as the primary CS lead for our largest enterprise clients, shaping onboarding plans and lifecycle journeys to drive long-term

Qualifications

• 5+ years in Customer Success or enterprise account management in SaaS.
• Proven ability to build or scale a CS function with playbooks.
• Experience engaging C-suite stakeholders and executives.
• Strong written and verbal communication skills.
• Familiarity with CS tech stacks and data-driven metrics.
• Entrepreneurial mindset; thrives in ambiguity.

Responsibilities

• Manages internal engagement of consultancy partners (Accenture, Deloitte, PwC, EY).
• Build repeatable onboarding, adoption, expansion, renewal, and escalation processes.
• Serve as the primary CS lead for the company's largest enterprise customers.
• Partner with Sales and Product to define onboarding plans and lifecycle journeys.
• Act as trusted advisor to executive stakeholders - drive value conversations with VPs, Heads of People, CHROs, and C-suite partners.
• Create scalable, data-driven health scoring and success metrics to forecast renewals and growth.
• Champion customer voice internally - influence product roadmap, prioritisation, and experience improvements.
• Lead QBRs and executive business reviews with strategic clients.

Skills

Customer Success

Enterprise AM

C-suite engagement

Data-driven

Metrics mindset

Tools

CRM systems

Health scoring

Playbooks

CS platforms

Job description

Few-Far is working with a Series A startup that is redefining how organisations listen, learn, and act through meaningful, scalable conversations powered by human facilitation and AI-driven insights. We serve forward-thinking enterprise customers eager to elevate talent strategy, employee engagement, and organisational intelligence.

The Role

We are seeking a Senior Customer Success Manager to be the third person on the CS team to design, launch, and lead our Customer Success function in New York. This person will create the CS playbook, build scalable processes. In this role, you will manage internal engagement of existing consultancy partners (Accenture, Deloitte, PwC, EY)

This is a rare opportunity to shape how our customers succeed and to drive long-term growth at a company with optimism, mission, and momentum.

What You'll Do

• Manages internal engagement of existing consultancy partners (Accenture, Deloitte, PwC, EY)
• Build repeatable processes for onboarding, adoption, expansion, renewal, and escalation
• Serve as the primary CS lead for the company's largest enterprise customers
• Partner with Sales and Product to define customer onboarding plans, success plans, and lifecycle journeys
• Act as trusted advisor to executive stakeholders - drive value conversations with VPs, Heads of People, CHROs, and C-suite partners
• Create scalable, data-driven health scoring and success metrics to forecast renewals and growth
• Champion customer voice internally - influence product roadmap, prioritisation, and experience improvements
• Lead QBRs and executive business reviews with strategic clients

Who You Are

• 5+ years of experience in Customer Success, Enterprise Account Management, or similar role in SaaS
• Proven track record building or scaling a Customer Success function - playbooks, processes, tooling
• Comfortable engaging and influencing at the C-suite level
• Strong consultative mindset - you guide customers to outcomes, not just usage
• Excellent written and verbal communication skills
• Experience with CS tech stack (CRMs, success platforms, health scoring, playbooks)
• Data-driven with a passion for metrics, segmentation, and measurable impact
• Entrepreneurial - you thrive in ambiguity and enjoy building from first principles

Nice To Have

• Experience in AI, HR tech, employee engagement, or enterprise SaaS
• Experience at a high-growth startup or Series A environment
• Familiarity with qualitative feedback, conversation analytics, or employee listening tools