Agency Cybersecurity
Senior Customer Success Manager (NYC)
Location:
100% On-Site in Flatiron, NY
Position Type:
Salaried, Full Time
Experience Level:
10+ years in SaaS Customer Service, Success or Professional Services Leadership
Compensation:
$85,000 - $95,000/year
We’re seeking a seasoned Senior Customer Success Manager (CSM) to lead strategic relationships with high-value SaaS and compliance clients. You’ll act as a trusted advisor, owning the end‑to‑end customer lifecycle from onboarding to renewal and expansion while ensuring every engagement delivers measurable business outcomes and an exceptional client experience.
This hands‑on, in‑person role is based in one of our hub offices (Richmond, NYC, or Boston). You’ll collaborate closely with technical, compliance, and operations teams to drive adoption, retention, and growth across our enterprise customer base.
Key Responsibilities
Own the Customer Relationship: Serve as the senior point of contact for strategic accounts, managing executive relationships and ensuring satisfaction across all levels.
Drive Business Outcomes: Understand customer goals, KPIs, and success metrics and translate them into actionable success plans that align with our platform and services.
Strategic Account Management: Lead renewal and expansion discussions, identify growth opportunities, and partner with Sales and Delivery teams on upsell motions.
Operational Excellence: Ensure seamless onboarding, timely project delivery, and proactive communication across internal and external stakeholders.
Advocate for the Customer: Act as the internal voice of the customer, driving product feedback, service improvement, and client‑driven innovation.
Mentor and Lead: Provide guidance and coaching to junior CSMs and professional service managers to elevate customer experience across the organization.
Qualifications
10+ years in SaaS or technology‑driven Customer Success, Account Management, or Professional Services roles.
Proven track record of managing enterprise or high‑growth startup accounts with complex technical implementations or compliance programs.
Deep understanding of SaaS business models, B2B customer lifecycles, and value realization frameworks.
Strong organizational and communication skills, with executive‑level presence.
Experience working cross‑functionally with technical, security, or compliance teams preferred.
Bachelor’s degree required; advanced degree or relevant certifications (e.g., PMP, CSM, SuccessHacker, ITIL) a plus.
This role is 100% on‑site.
What We Offer
10 PTO days + 11 paid federal holidays
401(k) with 4% match
Monthly healthcare stipend
Frequent team lunches, events, and career coaching
Fast‑paced environment with real ownership from Day 1
#J-18808-Ljbffr
100% On-Site in Flatiron, NY
Position Type:
Salaried, Full Time
Experience Level:
10+ years in SaaS Customer Service, Success or Professional Services Leadership
Compensation:
$85,000 - $95,000/year
We’re seeking a seasoned Senior Customer Success Manager (CSM) to lead strategic relationships with high-value SaaS and compliance clients. You’ll act as a trusted advisor, owning the end‑to‑end customer lifecycle from onboarding to renewal and expansion while ensuring every engagement delivers measurable business outcomes and an exceptional client experience.
This hands‑on, in‑person role is based in one of our hub offices (Richmond, NYC, or Boston). You’ll collaborate closely with technical, compliance, and operations teams to drive adoption, retention, and growth across our enterprise customer base.
Key Responsibilities
Own the Customer Relationship: Serve as the senior point of contact for strategic accounts, managing executive relationships and ensuring satisfaction across all levels.
Drive Business Outcomes: Understand customer goals, KPIs, and success metrics and translate them into actionable success plans that align with our platform and services.
Strategic Account Management: Lead renewal and expansion discussions, identify growth opportunities, and partner with Sales and Delivery teams on upsell motions.
Operational Excellence: Ensure seamless onboarding, timely project delivery, and proactive communication across internal and external stakeholders.
Advocate for the Customer: Act as the internal voice of the customer, driving product feedback, service improvement, and client‑driven innovation.
Mentor and Lead: Provide guidance and coaching to junior CSMs and professional service managers to elevate customer experience across the organization.
Qualifications
10+ years in SaaS or technology‑driven Customer Success, Account Management, or Professional Services roles.
Proven track record of managing enterprise or high‑growth startup accounts with complex technical implementations or compliance programs.
Deep understanding of SaaS business models, B2B customer lifecycles, and value realization frameworks.
Strong organizational and communication skills, with executive‑level presence.
Experience working cross‑functionally with technical, security, or compliance teams preferred.
Bachelor’s degree required; advanced degree or relevant certifications (e.g., PMP, CSM, SuccessHacker, ITIL) a plus.
This role is 100% on‑site.
What We Offer
10 PTO days + 11 paid federal holidays
401(k) with 4% match
Monthly healthcare stipend
Frequent team lunches, events, and career coaching
Fast‑paced environment with real ownership from Day 1
#J-18808-Ljbffr