Senior Customer Success Manager (Hybrid, New York, NY)

Fonzi AI Recruiting; New York (NY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

A leading company in New York is seeking a Senior Customer Success Manager to shape customer success functions. This hybrid role involves managing accounts, optimizing operations, and collaborating with product teams. Join a fast-paced environment with significant growth opportunities and a highly regarded CS team.

Benefits

Competitive salary and equity

Medical, dental, and vision coverage

Hardware setup of your choice

Annual work-from-anywhere policy

Paid leave after every 3 years

Qualifications

• 5+ years of strategic customer success experience in SaaS.
• Strong project management skills with attention to detail.

Responsibilities

• Manage a portfolio of accounts with $30k to $500k in annual recurring revenue.
• Lead implementation projects and transition to strategic advisory roles.

Skills

Project Management

Customer Data Analysis

Relationship Building

Tools

Excel

HubSpot

Job description

Senior Customer Success Manager (Hybrid, New York, NY)

Join to apply for the Senior Customer Success Manager (Hybrid, New York, NY) role at Fonzi AI.

About the Role

We are seeking a strategic Senior Customer Success Manager to join our growing team in New York City. As the third CS hire, you will play a crucial role in shaping our customer success functions, working alongside senior and associate CSMs. This role offers significant growth opportunities as we expand our product offerings and attach revenue opportunities to the CS function by year-end.

Responsibilities

• Manage a portfolio of accounts with $30k to $500k in annual recurring revenue.
• Lead implementation projects and transition to strategic advisory roles.
• Establish and maintain monthly customer engagement focused on key metrics: occupancy rates, lead conversion, payment collection, delinquency reduction, platform adoption, and feature utilization.
• Partner with customers to optimize operations through data insights and industry best practices.
• Contribute to building scalable CS processes using HubSpot and other tools.
• Collaborate with product teams to shape the evolving platform.

Qualifications

• 5+ years of strategic customer success experience, preferably in growth-stage SaaS companies.
• Strong project management skills with attention to detail.
• Comfortable working in a fast-paced, early-stage startup environment.
• Ability to build relationships with C-level and frontline staff.
• Experience analyzing customer data and translating insights into action.
• Proficiency in Excel and CRM platforms (HubSpot preferred).
• Bonus: Experience in retail operations, franchising, or field operations management.

Location & Schedule

• Based in New York City, with a hybrid schedule: WFH Monday/Wednesday, in-office Tuesday/Thursday/Friday.
• Some travel may be required for customer visits.

Benefits & Perks

• Competitive salary and equity.
• Medical, dental, and vision coverage.
• Hardware setup of your choice.
• Annual work-from-anywhere policy.
• Paid leave after every 3 years.

Why Join Us

Join a product-led company known for shipping weekly features and industry-leading customer success. Our CS team is highly regarded, with prospects requesting to work with our CSMs by name. This is your chance to shape CS processes from the ground up and impact a rapidly growing market.

Application Process

Our interview process includes three conversations focused on your strategic thinking, customer management approach, and cultural fit.