Customer Success Manager

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.