Strategic B2B Customer Success Lead

SPS; New York (NY); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Career growth

Learning & Development

Bonuses

Paid time off

Benefits package

Job summary

SPS is seeking a Customer Success Manager in New York to manage and grow a portfolio of B2B clients. You will retain relationships, drive renewals, and identify add-on opportunities while partnering with Operations to ensure exceptional service delivery.

You will serve as a trusted advisor, coordinate with internal teams, and lead account reviews to maximize client value and retention. This role requires strong relationship skills and a data-driven approach.

Qualifications

• Bachelor's degree or equivalent required.
• 5–7 years in Customer Success, Account Management or similar.
• Proven success managing and retaining B2B clients.
• Experience with renewals, upsell or expansion.
• Experience with account reviews and executive meetings.

Responsibilities

• Own day-to-day relationships with a portfolio of existing B2B clients.
• Build trusted relationships with key stakeholders and executives.
• Serve as primary contact for account-related needs and commercial matters.
• Understand client objectives, priorities and challenges.
• Monitor account health, satisfaction, service performance, and retention risks.
• Lead or support QBRs and account reviews with agendas and follow-ups.
• Identify client risks and opportunities; coordinate internal follow-up.
• Collaborate with Operations to address service concerns and recovery plans.
• Track commitments and next steps for timely resolution.
• Promote proactive, consultative client engagement and growth opportunities.
• Own renewal processes and coordinate pricing, proposals, and contracts.

Skills

Customer relationship management

Account management

Renewals upsell

QBRs account reviews

Cross-functional collaboration

Executive communication

Education

Bachelor's degree or equivalent

Tools

Salesforce CRM

MS Office

Data analysis (Excel)

Job description

SPS is seeking a Customer Success Manager in New York to manage and grow a portfolio of B2B clients. You will retain relationships, drive renewals, and identify add-on opportunities while partnering with Operations to ensure exceptional service delivery.

You will serve as a trusted advisor, coordinate with internal teams, and lead account reviews to maximize client value and retention. This role requires strong relationship skills and a data-driven approach.