Customer Success Manager

Customer Success Manager

New York, NY \| In-Person

SaaS Leader in Real Estate

The Role

Our Client builds property operations software for hospitality operators managing thousands of short-term rental and hotel units. Smart devices, guest experiences, field team coordination. Seed-stage, $3M\+ raised, and growing fast.

This is a foundational hire on the Customer Success team. The person in this role owns the full onboarding journey, from signed contract to go-live, and helps build the playbook that makes it repeatable as the customer base scales.

This is not

a support queue role. This is someone who runs onboarding like a project, speaks directly with operators, and uses AI tools to move faster than should be possible with a team this size.

What This Role Is, and Is Not

This role is

• Customer-facing from day one: running kickoffs, configuration calls, training sessions, and launch
• AI-native: you use Claude, Notion AI, or similar before doing anything manually
• A builder role where you create the onboarding systems, content, and processes, not inherit them
• High ownership across multiple accounts at once

This role is NOT

• Reactive support or ticket management
• A role where you wait for someone to hand you structure
• A position for someone who treats AI tools as optional or experimental
• A back-office function removed from customers

Required Experience \& Traits

• 1 to 3 years in SaaS onboarding, customer success, account management, or consulting
• Experience running customer meetings and guiding people through technical setup
• Familiarity with CRM/CS tools like HubSpot, Intercom, Notion, or Zendesk
• Already using AI tools daily for drafting, summarizing, documenting, or automating repetitive work
• Organized enough to manage multiple customer timelines without dropping anything
• Clear, direct communicator who surfaces problems early and writes well

Key Responsibilities

Onboarding

• Own the full onboarding arc: kickoff, configuration, training, and go-live
• Build and maintain onboarding project plans, checklists, and customer task timelines
• Ensure customers finish onboarding trained, confident, and using the product independently

Systems and Feedback

• Capture customer insights and surface them as structured, actionable feedback for Engineering
• Partner with the CS Lead to iterate on playbooks, documentation, and onboarding content
• Monitor health signals and proactively remove blockers before they become problems

Compensation

• Base salary: $85,000 - $90,000 \+ equity
• In-person, New York City