Manager of Customer Success

Responsibilities

• Lead and develop a high-performing team of CSMs through coaching, training, and performance management
• Own customer outcomes across the lifecycle, including onboarding, product adoption, and retention
• Drive measurable customer impact and articulate ROI to clients
• Identify and mitigate churn risk by executing scalable playbooks
• Partner with Sales to drive growth, account strategy, and expansion opportunities
• Collaborate with Product and Engineering to drive feature adoption and relay client feedback
• Build and scale onboarding and enablement programs for new CSM hires
• Partner with Marketing to develop client education programs and resources

Requirements

• Experience building a customer success organization in a high growth B2B SaaS startup
• 3+ years of experience managing a customer success team
• Proven track record in managing risk, forecasting, and identifying growth opportunities
• Skilled in navigating cross-functional relationships in high-growth environments
• Excellent written and verbal communication skills
• Strong customer-facing and presentation skills with executive-level credibility
• Willingness to work in person at the New York City office 4-5 days a week

Benefits

• Equity in the company
• 100% covered medical, dental, and vision premiums
• Fully paid parental leave
• Commuter benefits and 401k
• Fitness and home services stipend
• Fully stocked kitchen and all meals covered in the office
• Unlimited vacation and paid holidays
• Relocation packages available

About the Company

EliseAI is an AI-driven platform improving the housing and healthcare industries by integrating AI agents into existing workflows to increase efficiency and reduce costs.