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Customer Success Manager managing strategic client relationships for Octadesk's SaaS platform. Focusing on client satisfaction and upselling opportunities while collaborating with internal teams.
About the role
- Own and nurture a high-volume book of ~200 SMB customers, prioritizing engagement based on customer health, risk, and opportunity
- Build scalable systems for customer touchpoints while maintaining trusted relationships with key stakeholders
- Monitor product usage data and customer signals to identify risks and proactively drive renewals
- Spot and execute on opportunities to expand adoption, upsell features, and increase customer value
- Collaborate cross-functionally with go-to-market, operations, and product/engineering teams to surface customer feedback and advocate for product improvements
- Develop subject-matter expertise in Know Your Business (KYB) to guide customers on best practices and industry trends
- Act as a trusted advisor to understand customers’ businesses, advocate for their needs, and guide toward deeper adoption of Middesk products
Requirements
- 1+ year in Account Management or 2+ years in a customer-facing support or success role (B2B SaaS preferred)
- Experience engaging with SMB customers and driving outcomes like retention, adoption, or issue resolution
- Strong prioritization skills and ability to balance depth with breadth across a high-volume book of business
- Comfortable using data and metrics to identify risks, uncover opportunities, and inform strategy
- Excellent communication skills, able to explain technical products in a clear, customer-friendly way
- Proactive, resourceful, and curious
- Based within a commutable distance to NYC and open to hybrid work (2 days per week in NY office)
- Nice to have: Experience in financial services, risk management, or B2B compliance
Benefits
- Equity and benefits
- Offers Bonus
- Hybrid work model (expectation of 2 days per week in NY office)
- Support for in-person collaboration and flexibility (commutable distance to NYC)
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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