Senior Customer Success Manager

The core function of the Customer Success team is to ensure our clients have a seamless experience and get the most out of the Findigs platform. We are the voice of the customer internally, and the face of Findigs externally. Beyond day-to-day support, our team’s insights are the foundation for customer retention, product strategy, and long-term growth. This role will touch all parts of the customer lifecycle and collaborate closely with our Product, Engineering, and Sales teams to build a best-in-class customer experience.

This position is NYC-based, with an expectation of working from our New York office 3-4 days a week. While we have a strong preference for candidates in the NYC area, we are also open to considering remote candidates on the East or West Coast.

Please note, we are unable to sponsor or take over sponsorship of an employment visa at this time.

Where you will make an impact:

• Drive net new revenue growth and retention across a portfolio of clients, ensuring they achieve their business outcomes using the Findigs platform.
• Develop and execute strategic account plans that encourage platform adoption, retention, and expansion opportunities within your portfolio.
• Lead executive business reviews (EBRs) and quarterly business reviews (QBRs) with key client stakeholders to report on value, share insights, and align on future goals.
• Navigate org-level complexity with ease, build deep relationships with client leadership up to the VP/C-suite level, and operate as a trusted strategic advisor
• Build and iterate on how we work leveraging AI; you'll use AI tools (including but not limited to Claude, Pylon, and other workflow automation tools) across the CS lifecycle to continuously identify repeatable manual work and automate it.
• Proactively monitor account health and product usage to identify and mitigate risks, while also uncovering opportunities for growth and expansion.
• Partner with Sales and Implementations to facilitate seamless handoffs from the sales cycle and collaborate on renewal and expansion strategies.
• Act as the voice of the customer, translating complex client feedback and requirements into actionable insights for our Product and Engineering teams.
• Lead in scaling and refining our customer success practice by helping define playbooks, processes, and best practices for our enterprise segment.
• Navigate and resolve complex client escalations with a sense of urgency, collaborating with internal teams to ensure timely and effective resolution.
• Mentor and guide members of the Customer Success team, sharing your expertise in enterprise account management.

We’d love to hear from you if you have:

• 6+ years of experience in a customer-facing role, with a strong focus on managing a portfolio of complex accounts in a B2B SaaS or consulting environment.
• Proven ability to build and maintain strategic relationships with senior executives and key stakeholders.
• A builder mindset when it comes to AI; you're highly proficient in Claude, ChatGPT, or other workflow automation tools to automate repetitive work or build something that didn't exist before. You don't wait for a better tool to be handed to you—you find it or build it yourself.
• A track record of driving product adoption, managing renewals, and identifying expansion opportunities within a client base.
• Exceptional presentation and communication skills, with the ability to translate complex, technical concepts clearly and concisely to diverse audiences.
• Deep understanding of customer success principles, methodologies, and best practices.
• Experience with CRM and customer success platforms (e.g., Salesforce, HubSpot, Gainsight).
• Strong analytical and problem-solving skills with the ability to navigate ambiguous, complex client situations.
• Willingness to embrace the unstructured, fast-paced environment of a high-growth startup.

Nice-to-haves:

• Experience in Proptech or Fintech.

What we offer:

• Location: We operate on a hybrid schedule (3-4x times in-office per week), with in-office days at our newly renovated NoHo office. 
• Mission-Driven Culture: A collaborative, high-impact workplace where we challenge each other to grow, innovate, and drive meaningful change.
• Competitive Compensation: Competitive OTE + Pre-IPO equity. 
• Generous Time Off: We trust our team to manage their own time and workload. That's why we offer a flexible Paid Time Off (PTO) policy, allowing you to take the time you need to rest and recharge. We also observe all company holidays.
• Wellness Perks: Health benefits, 401(k) matching up to 4%, monthly gym stipend, and lunch provided every day.