Customer Success Manager

The Role

We're looking for a Customer Success Manager based in the Greater New York metropolitan area to own customer relationships end-to-end — onboarding, adoption, renewals, and expansion. This isn't a support role or a hand-holding role. You'll be the accountable owner of your accounts, combining commercial drive with genuine technical depth.

You'll be central to how we bring AI-powered supply chain solutions to life for our customers and how we grow with them over time. This is a hybrid role requiring a couple of in-person days a week at our New York office and up to 20% travel.

What You'll Do

• Own the full customer lifecycle end-to-end: onboarding, adoption, renewals, and expansion — you're the accountable point, not a coordinator
• Drive upsells and portfolio growth; proven expansion ownership is a must
• Build strong relationships across customer stakeholders, including executive sponsors
• Act as a trusted advisor on our solutions, explaining how they work, training customers, and helping them realize value from them
• Lead technical onboarding, implementation, and product configuration across integrations and workflows
• Translate fluently between customer needs and technical realities in both directions, with both audiences
• Provide Tier 1 technical support: troubleshoot and resolve issues across backend/frontend systems before escalation
• Work closely with Sales, Product, and Support teams to drive customer outcomes and influence the roadmap

What You Bring

• 3–6 years in Customer Success or a customer-facing Product role in a SaaS environment
• Domain knowledge in Supply Chain, Logistics, or supply chain tech, you speak the industry's language.
• Proven ownership of portfolio renewals and expansion, you've closed upsells, not just managed accounts
• Hands-on AI fluency: you don't just use AI tools, you can sell, train on, and explain AI solutions to customers
• Technical enough to read and reason about data, understand how software is built, and navigate backend/frontend systems, integrations, and workflow configuration independently
• A natural translator: equally comfortable in a product spec conversation and a business strategy discussion
• Excellent communication skills and a proactive, independent mindset who will thrive in fast paced startup environment

Nice to Have

• Experience with IoT, sensors, or hardware-adjacent software platforms
• Fluency in Spanish