Customer Success Manager
New York
The Customer Success Maanger is responsible for ensuring our customers achieve maximum value from our platform. This role combines relationship management, product expertise, and sales-minded upsell strategy to drive customer retention and increase recurring revenue. You will engage accounts throughout their lifecycle --- onboarding, adoption, renewal, upselling, and ongoing partnership success. **Key Responsibilities** **Customer Relationship \& Success** * Serve as the primary day-to-day contact for assigned customers * Conduct onboarding sessions, product training, and periodic business reviews * Track product adoption and proactively guide customers on best practices * Monitor customer health and intervene early to prevent churn * Resolve customer inquiries efficiently --- coordinating with Support when needed **Revenue \& Upselling Focus** * Identify upsell and expansion opportunities based on customer needs and usage patterns * Build strong business cases for additional modules/features, add-on users, and premium support * Manage renewal pipelines to secure on-time contract renewals * Work closely with Sales to propose, quote, and close upsells * Hit quarterly revenue expansion targets (KPIs below) **Insights \& Reporting** * Maintain accurate customer data and opportunities in CRM (Salesforce preferred) * Analyze customer usage trends and recommend feature enhancements * Gather customer feedback and voice the customer internally **Required Skills \& Experience** * 7 years experience in **Customer Success, Account Management, or Sales** in a SaaS company * Excellent relationship-building and communication skills * Strong presentation and product-demonstration abilities * Proven track record in **upselling or revenue growth within accounts** * CRM proficiency (Salesforce) * Comfortable in fast-paced and evolving environments **Preferred** * Experience working with enterprise clients and multi-location deployments * Hospitality SaaS experience a plus (security, operations, facilities, concierge, etc.) * Strong commercial negotiation skills **Career Growth** This role offers a roadmap to **Customer Success Manager** , **Senior CSM** , and ultimately **CS Director** for high performers who demonstrate strong commercial leadership and account growth capability.
