Sr. Customer Success Manager

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

Job summary

Copyleaks, Inc. in New York seeks a Sr. Customer Success Manager for the Enterprise segment to join our growing Success Team. You will support our post-sales journey, driving retention, growth, and advocacy for our largest customers.

Reporting to the Vice President of Customer Success, you will orchestrate engagements, build relationships with IT and business leaders, influence product roadmaps, and help scale CS programs. Occasional travel to Manhattan and 3x weekly office presence are required.

Qualifications

• 7+ years in Customer Success, Account Management, or similar client-facing roles within B2B SaaS.
• Proven ability to drive customer retention, renewals, and expansion in enterprise accounts.
• Strong stakeholder management with technical and executive stakeholders.
• Consultative approach with commercial acumen, identifying growth opportunities and churn risk.
• Willingness to commute 3x per week to the Flatiron office (Manhattan, NY) and travel as needed.

Responsibilities

• Main contact for our largest customers, orchestrating delivery of CS deliverables, experience, renewal, and growth.
• Define and execute engagements to help customers reach business objectives; provide change management and best practices.
• Develop relationships with IT and business leaders and decision-makers, from project teams to executives.
• Expand relationships with decision-makers and project teams to deliver business value.
• Drive renewal engagements and surface growth opportunities to the sales team.
• Be the internal voice of the customer, influence product roadmap and operational practices.
• Contribute to scaling and improving CS processes and programs across customers.

Skills

Customer Success

Account Management

Enterprise B2B SaaS

Stakeholder Management

Renewals & Expansion

Consultative Selling

Job description

Since 2015, Copyleaks has helped organizations protect content integrity. From Fortune 500 companies to the world's top universities across 100+ countries trust our platform to protect intellectual property, mitigate fraud, govern AI use, and set the standard for responsible AI adoption. As the only unified, enterprise-grade ecosystem for multi-modal detection across text, image, video, and audio, we help organizations verify authenticity, detect AI-generated content and plagiarism, and ensure copyright compliance at scale.

We're looking for a dynamic Sr. Customer Success Manager for the Enterprise segment to join our growing Success Team. Reporting to the Vice President of Customer Success and collaborating closely with sales, and the R&D team, you'll support our customers throughout the post-sales customer journey, responsible for customer retention, growth support and advocacy.

About the role:

• Main contact for our largest customers, responsible for the orchestration or execution of customer success deliverables, customer experience, renewal, and growth.
• Ensure customers reach their business and organizational objectives by proactively defining and executing engagements, providing customers with change management, process and technology best practices.
• Develop and maintain stakeholder relationships with the customer's IT and business leadership and decision-makers within customer organizations, from project team to senior/executive management.
• Develop and expand relationships with decision making stakeholders and project teams to understand and help deliver business value.
• Drive highly effective renewal engagements and ensure growth opportunities are identified and shared with the sales team.
• Be the internal voice of the customer, influencing product road map and how we operate.
• Be an integral part of how we grow and develop our Customer Success strategy. Identify opportunities for how we work to effectively and efficiently engage with customers and help build scalable and repeatable processes and programs.
• Consultative engagement skills with emphasis on problem solving and communication, and ability to thrive and deliver in a dynamic organization and market
• Change management and communication experience in driving systems business value and adoption. Skilled at enabling customers directly and support the development of their enablement plans and programs
• Strong commercial skills and awareness
• AI-augmented productivity skills to deliver work efficiently but more importantly with high impact
• Internal and international cross team collaboration and working knowledge across countries and cultures is a strong benefit
• Working knowledge of AI in Customer Success is a strong advantage

Qualifications

• 7+ years of experience in Customer Success, Account Management, or similar client-facing roles within B2B SaaS
• Proven ability to drive customer retention, renewals, and expansion within enterprise accounts
• Strong stakeholder management skills, with experience engaging both technical teams and executive leadership
• Demonstrated consultative approach and commercial acumen, including identifying growth opportunities and mitigating churn risk
• Ability to commute 3x per week to the Flatiron office (Manhattan, NY) and occasional business travel