Strategic SaaS Customer Success Manager | Growth & Adoption

introw; New York (NY); On-site; USD 85,000 - 125,000; Full time

Benefits offered by this job

Macbook Air

iPhone

Fully paid phone subscription

Healthcare benefits plan

Meal vouchers

Awesome Introw merchandise

Team drinks and events

Job summary

Introw in New York is seeking a Customer Success Manager to guide customers through their journey, drive adoption, and champion success. You will lead onboarding, manage a portfolio, and collaborate with Product, Sales, and Operations to ensure value realization and ROI.

The role focuses on retention, expansion, and strong stakeholder relationships, with a customer-centric approach in a fast-growing B2B SaaS environment.

Qualifications

• Minimum two years SaaS CSM experience with SMEs and enterprise clients.
• Strong focus on retention, upsell, and adoption.
• Familiarity with CRM tools a bonus (HubSpot or Salesforce).

Responsibilities

• Lead customer onboarding from kickoff to go-live ensuring smooth implementation and long-term success.
• Proactively manage a portfolio of clients to drive retention and measurable business outcomes.
• Build strong relationships with key stakeholders and act as customer advocate.
• Collaborate with Product, Sales, and Operations to align on goals and resolve issues.
• Monitor account health, usage, and performance metrics to anticipate risks and growth.
• Identify and execute expansion opportunities to grow customer value.
• Own renewal process, leading contract and pricing discussions around ROI.
• Develop strategic account plans to maximize adoption, retention, and expansion.
• Share customer insights to influence product improvements and journey optimization.
• Champion proactive engagement and customer advocacy across the org.

Skills

SaaS CSM

Customer Success

Job description

Introw in New York is seeking a Customer Success Manager to guide customers through their journey, drive adoption, and champion success. You will lead onboarding, manage a portfolio, and collaborate with Product, Sales, and Operations to ensure value realization and ROI.

The role focuses on retention, expansion, and strong stakeholder relationships, with a customer-centric approach in a fast-growing B2B SaaS environment.