Strategic Customer Success Manager – AI SaaS, NYC Hybrid

Liminal Strategy; New York (NY); Hybrid; USD 95,000 - 125,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k)

Flexible PTO

Hybrid work based in Union Square, NYC

Job summary

Liminal Strategy in New York, New York, United States is seeking a Customer Success Manager to own a portfolio of accounts and ensure customers maximize the platform.

You will collaborate across advisory, research, product, and sales to drive adoption, renewals, and expansion, with a focus on measuring usage and health scores.

Hybrid work from Union Square, NYC, with base salary between $95,000 and $125,000 plus bonus and equity.

Qualifications

• 3+ years of professional experience in customer-facing roles, including 2+ years as a CSM in B2B SaaS.
• Experience with usage-based, consumption, or credit-based commercial models.
• Retention and expansion outcomes you can speak to specifically.
• Comfort with reading usage patterns, spotting churn indicators, and segmenting accounts by behavior.
• Experience at an early-stage company building processes.
• Able to work hybrid from Union Square office.
• Experience managing stakeholders from analysts to executives in enterprise accounts.
• Familiarity with at least one of our six markets.

Responsibilities

• Own a portfolio of accounts as a trusted advisor and build durable, multi-threaded relationships that grow across each customer's teams.
• Lead the day-to-day relationship, coordinating across Liminal's advisory, research, product, and sales teams to bring the right people and the right intelligence to each customer.
• Partner with customers to turn their market questions into real business outcomes, running game plan refreshes, battle card updates, and Coach AI sessions.
• Demonstrate the platform's depth as customer needs evolve, surfacing use cases across our six markets they haven't yet tapped and connecting new capabilities to live problems on their desk.
• Own credit consumption, adoption, and renewal health for a portfolio of accounts in the $50K–$200K range.
• Run a 90-day onboarding that takes new customers from platform access to confident, habitual use.
• Monitor usage patterns and flag tier upgrade opportunities to the COO and Sales.

Skills

Customer Success

B2B SaaS

Stakeholder management

Usage analytics

Tools

HubSpot

Job description

Liminal Strategy in New York, New York, United States is seeking a Customer Success Manager to own a portfolio of accounts and ensure customers maximize the platform.

You will collaborate across advisory, research, product, and sales to drive adoption, renewals, and expansion, with a focus on measuring usage and health scores.

Hybrid work from Union Square, NYC, with base salary between $95,000 and $125,000 plus bonus and equity.