Customer Success Leader - NYC

Excellent Leader of Customer Success opportunity within a leading Work OS platform. The role will involve creating processes and best practices, maintaining deep relationships with cross-functional partners, and ensuring successful retention and growth of customers.

Client Details

My client is a leading Work OS solutions platform that empowers organizations to easily create custom work management tools and software applications. By seamlessly connecting people, processes, and systems, it boosts team performance and fosters transparency across the business.

Description

Responsibilities:

• Provide strategic and people leadership to a team of Customer Success Managers, driving performance through expert coaching, capability building, and operational excellence.
• Lead execution across the CS organization to consistently exceed retention, expansion, and customer growth objectives.
• Design and execute scalable, proactive engagement strategies to address adoption gaps, reduce churn risk, and maximize long-term customer value.
• Work in close partnership with Sales and senior leadership to develop account strategies and conduct executive-level customer reviews.
• Serve as a key contributor and presenter in cross-functional business reviews, ensuring alignment on customer health, strategic priorities, and Customer Success initiatives.
• Take ownership of strategic account retention forecasting, ensuring visibility into risks, mitigation efforts, and outcomes.

Profile

Qualifications:

• 5+ years of experience as a CSM
• 2+ years of managing a team
• Must have experience in working in B2B Saas, managing executive relationships, along with end-user relationships
• Ability to motivate, coach, train, and creating overall process improvement
• Experience carrying a retention or growth target
• Must be located in the NYC area

Job Offer

• Competitive Base Salary / OTE
• Health/Vision/Dental insurance
• Generous PTO and paid holidays
• Excellent Benefits
• 401k
• Hybrid work schedule - 3 days a week in the NYC office

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