Customer Success Manager (quota carrying)

Customer Success Manager

• Location: New York (3 days in office)
• Territory: North America (Strategic / Enterprise Accounts)
• Package: OTE $160K (70/30 split)
• Equity included
• Full benefits (health, dental, vision)
• Strong progression within a high-growth SaaS business

The opportunity:

• We are partnering with a fast-scaling SaaS platform transforming how IT teams operate, to hire a Strategic Customer Success Manager in New York.
• This business has built a genuinely differentiated, AI-led platform that sits across multiple business-critical technical workflows, driving significant efficiency gains and clear ROI for customers. They already support 10,000 global organisations and are continuing to scale rapidly across enterprise and mid-market.
• This position sits within the Strategic segment, working with their largest and most complex customers. You will own a portfolio of high-value accounts, responsible for retention, expansion, and long-term value delivery.
• This is not a passive account management role. It requires someone commercially minded, technically credible, and proactive in driving outcomes, usage, and growth across their customer base.

The business:

• The platform combines multiple core IT operational capabilities into a single, AI-powered solution, helping customers reduce manual workload, improve time-to-resolution, and operate more efficiently at scale.
• Strong product-market fit with high engagement across customers
• Clear ROI story, making value conversations straightforward and impactful
• Rapidly growing global customer base, including large and complex environments
• Significant investment into AI and automation, sitting at the centre of their go-to-market

The position:

• Own a portfolio of strategic, enterprise-level customers, with full responsibility for retention and expansion.
• Act as the primary point of contact, building deep, trusted relationships across technical and business stakeholders.
• Lead structured Quarterly Business Reviews, focused on value, outcomes, and ROI.
• Drive product adoption and best practice usage across complex customer environments.
• Identify expansion opportunities and organically grow account value through additional use cases and solutions.
• Analyse customer data, usage trends, and performance metrics to identify risks and growth opportunities.
• Support onboarding and ongoing enablement through demos, workshops, and consultations.
• Collaborate closely with Sales, Product, and Support teams to ensure a seamless customer experience.
• Maintain strong forecasting and ownership of renewal and expansion targets.

Requirements:

• 5 years in a customer-facing role, ideally within Customer Success, Technical Account Management, or similar.
• Experience managing large, strategic or enterprise customers.
• Strong commercial mindset, with a track record of driving retention and expansion.
• Comfortable working with technical products, ideally within IT, infrastructure, or SaaS environments.
• Able to understand complex technology and translate it into clear business value.
• Data-driven, with the ability to analyse trends and act on insights.
• Highly organised, structured, and able to manage multiple stakeholders and priorities.
• Comfortable operating in a fast-paced, high-growth environment.

If of interest, please apply.

Thanks,

Team Amberes