Customer Success Manager

Key Responsibilities

• Own onboarding from contract → go-live for new customers
• Lead onboarding calls: kickoff, configuration, training, and launch
• Build deep product expertise and guide customers through best practices
• Create onboarding project plans, checklists, and customer task timelines using AI-assisted tools to keep every engagement moving without manual overhead
• Capture detailed customer insights and surface them as structured, actionable feedback for the Engineering team — using Claude and our internal tooling to synthesize patterns across accounts, not just anecdotes
• Partner with the Customer Success & Solutions Lead to iterate on onboarding processes, playbooks, and documentation
• Develop onboarding content (guides, videos, templates) faster and at higher quality by building with AI, not around it
• Monitor health signals and proactively remove blockers
• Ensure customers complete onboarding confident, trained, and ready to succeed

Ideal Candidate

• Thrive in fast-moving, high-growth environments where you build while doing
• Enjoy speaking with customers and can make complex concepts simple
• Organized, detail-oriented, and comfortable managing multiple customers at once
• Learn products quickly, especially technical workflows
• Reward yourself with AI tools first — you use Claude, Notion AI, or similar to draft, summarize, and systematize before doing anything manually
• Communicate clearly, directly, and proactively with customers and teammates
• Take ownership and don't wait for someone to hand you structure — you build it, then automate it

Required Skills & Experience

• 1–3 years in SaaS onboarding, customer success, account management, consulting, or similar role
• Experience running customer meetings and guiding customers through technical setup
• Familiarity with CRM/CS systems (HubSpot, Intercom, Notion, Zendesk, etc.)
• Comfortable using AI tools (Claude, ChatGPT, or similar) in your daily workflow — for drafting communications, building documentation, summarizing calls, or automating repetitive tasks
• Bonus: you've used no-code or light-code tools (Zapier, n8n, etc.) to automate something in a past role
• Bonus: experience at a startup
• Bonus: experience in hospitality, property management, or related industries

What Success Looks Like

• Customers complete onboarding on time and clearly understand how to use the product
• Onboarding time-to-value decreases through your improvements — including improvements you built with AI
• You and the CS Lead build the onboarding engine together, turning it into a repeatable, scalable motion
• Clients finish onboarding excited, confident, and positioned for long-term success
• Internal teams know exactly what's working and what needs to be improved because you communicate insights consistently — and you use AI to make that communication faster and sharper

Why Join Now

• Be a foundational member of the Customer Success team and help define how we support customers
• Work with a product that customers truly love
• Use AI as a real force multiplier — we're not asking you to work harder, we're asking you to work smarter and build systems that scale beyond you
• Grow your responsibilities quickly — this is a rare early seat at a fast-moving startup
• If you love helping customers, want to grow quickly, and believe AI makes great operators unstoppable — we'd love to meet you

Pay & Location

The salary range for this role is $70,000–$90,000 + equity. This is an in-person position in New York City.