Senior Customer Success Manager (Hybrid, New York, NY)

Our Client

Our client's mission is to empower self-storage operators, from family-owned businesses to institutional powerhouses. They serve the $50B self-storage industry through innovative software that helps operators provide exceptional service to tenants during major life transitions. Their platform is the system of record for operators, managing everything from lead generation to tenant communications, payments, and business analytics.

The Opportunity

We're seeking a strategic Senior Customer Success Manager to join our client's growing team in New York City. As their third CS hire, you'll play a crucial role in shaping their customer success function while working alongside their senior CSM and associate CSM. This role offers significant growth potential as they expand their product offerings and attach revenue opportunities to the CS function by year-end.

What You'll Do

• Own a portfolio of accounts ranging from $30k to $500k in annual recurring revenue
• Drive implementation projects initially, transitioning to strategic advisory as our client's global implementation team expands
• Establish and maintain monthly customer engagement rhythms focused on driving key metrics:Occupancy rates and lead conversion
• Payment collection and delinquency reduction
• Platform adoption and feature utilization
• Partner with customers to optimize their operations through data-driven insights and industry best practices
• Contribute to building scalable CS processes and systems using HubSpot and other tools
• Work closely with product teams to shape their rapidly evolving platform

What We're Looking For

• 5 years of strategic customer success experience, preferably with growth-stage SaaS companies
• Exceptional project management skills with strong attention to detail
• Comfortability with lots of white space, building processes and the pace of an early stage start-up
• Ability to build relationships with both C-level executives and frontline staff
• Experience analyzing customer data and translating insights into action plans
• Proficiency with Excel for data analysis and system migrations
• Experience with CRM platforms (HubSpot preferred)
• Bonus: Experience with retail operations, franchising, or field operations management

Location & Schedule

• Based in our client's New York City office
• Hybrid schedule: Work from home Monday/Wednesday, in-office Tuesday/Thursday/Friday
• Some travel may be required for customer visits

Success Metrics

• 1 month: Client-facing and owning implementations with team support
• 2 months: Fully ramped on product and processes
• 3 months: Managing full book of business ($2M ARR) and driving strategic initiatives

Benefits

• Competitive salary and meaningful equity
• Medical/dental/vision coverage
• The hardware setup of your dreams
• Open vacation policy
• 1 month work-from-anywhere policy annually
• 1 month paid leave after every 3 years

Why This Role Is Special

You'll join a product-led company that ships new features weekly and has earned a stellar reputation for customer success. Our client's CS team is known throughout the industry, with prospects specifically requesting to work with their CSMs by name. This is your chance to join a tight-knit team, shape CS processes from the ground up, and make a significant impact in a rapidly growing market.

The Process

Our client's interview process consists of three conversations with the CS and leadership team, focused on understanding your strategic thinking, customer management approach, and culture fit.