Customer Success Manager

New York

**Location:** New York, NY **Work Model:** Primarily onsite (5 days/week expectation; occasional flexibility for 1-2 remote days) **Industry:** EdTech / SaaS **Compensation:** **$120,000 base salary + up to $20,000 performance bonus tied to Net Revenue Retention (NRR)** **About the Company** Our partner is a rapidly growing, venture-backed EdTech SaaS company serving K-12 schools. The team has recently expanded to \~18 employees, including multiple new sales hires, and continues to grow month over month. With strong product-market fit and increasing customer demand, they are investing in Customer Success to support retention, engagement, and expansion. The team operates in-person in New York and maintains a high-ownership, execution-focused culture. **The Opportunity** This is a high-impact, early-stage CSM role reporting directly to the CEO and working day-to-day with the Head of Customer Success. The focus is not traditional enterprise account management --- instead, this role blends **customer engagement at scale** with ownership of a small portfolio of renewals. You'll help maintain and improve existing engagement systems (webinars, newsletters, lifecycle communication, community touchpoints) while managing a subset of renewal accounts. The playbooks and frameworks exist but need structure, refinement, and execution. This is ideal for someone who wants to grow into a larger CS or revenue-focused role over time. **Responsibilities** * Manage a small portfolio of customer renewals and contribute to Net Revenue Retention (NRR). * Execute and maintain scaled CS initiatives (customer newsletters, webinars, lifecycle touchpoints, engagement campaigns). * Monitor customer health and proactively identify churn risks. * Collaborate with sales on potential upsell opportunities where appropriate. * Improve and iterate on existing CS playbooks and frameworks. * Work cross-functionally with product and sales to ensure strong customer outcomes. * Occasionally travel to customer sites (schools) as needed. **Requirements** * 1-4 years of experience in Customer Success, Account Management, Sales, or a related client-facing role. * Strong ownership mindset and willingness to execute foundational work. * Highly organized with the ability to manage multiple customer touchpoints. * Comfortable working in-person in NYC. * Strong communication skills and ability to build trust with customers. **Preferred** * Early-stage or "founding-style" experience. * Experience working with education, SaaS, or SMB accounts. * Demonstrated ability to manage renewals or revenue-based KPIs.