Customer Success Manager

About the role

We are seeking a Customer Success Manager to join our dynamic team. This role will serve as the primary point of contact and trusted advisor for a portfolio of clients, helping them achieve their desired outcomes on the Findigs platform. You will actively manage NRR, identify and pursue expansion, and lead quarterly business reviews (QBRs) with client stakeholders.

Responsibilities

• Drive platform adoption and demonstrate ongoing value for a portfolio of clients
• Manage NRR, identify and pursue expansion in partnership with sales
• Build a business case for upsell and track revenue risk/opportunity in account plans
• Lead quarterly business reviews (QBRs) with client stakeholders
• Proactively monitor account health and product usage
• Build multi-threaded relationships across accounts (ops, finance, leadership)
• Connect Findigs outcomes to client KPIs
• Collaborate with the broader Customer Success team on portfolio strategy
• Capitalize on client feedback to inform product feedback loops
• Contribute to evolving CS playbooks and processes

Requirements

• 3+ years of experience in a customer-facing role (e.g., Customer Success, Account Management), preferably in B2B SaaS environment or consulting
• Experience with clients in proptech, and/or experience managing business process design/outsourcing, or outsourced operations environments is a plus
• Exceptional written and verbal communication skills, with a knack for clear, empathetic, and efficient correspondence, including with senior client stakeholders
• Strong technical aptitude and the ability to learn new software quickly
• Strong AI proficiency; comfortable using AI tools to work more efficiently day-to-day (e.g., summarizing accounts, drafting materials, surfacing insights), with the ability to build simple automations or workflows considered a strong plus
• Experience with CRMs (e.g., Salesforce, HubSpot) and/or customer support platforms (e.g., Zendesk, Intercom, Jira)
• Strong problem-solving skills and the ability to manage a full portfolio of accounts independently, prioritizing effectively across competing needs
• Comfortable operating in the unstructured, fast-paced environment of a high-growth startup, with a proactive, builder mindset toward improving your own workflows
• Bachelor's degree or equivalent practical experience

Qualifications

• Nice-to-haves: Experience in Proptech or Fintech

Skills

• Exceptional written and verbal communication skills
• Strong technical aptitude
• Strong AI proficiency
• Experience with CRMs and customer support platforms
• Strong problem-solving skills
• Ability to manage a full portfolio of accounts independently

Benefits

• Opportunities to grow alongside the business
• Flexible work schedule (3-4 days a week in NYC)

Pay

Compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years and depth of experience, and the scope of responsibilities in the role. In addition to cash compensation, all full-time employees receive an equity compensation package.

Schedule

The role 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.