What are the responsibilities and job description for the Customer Success Manager position at Durlston Partners?
Customer Success Manager
New York City | Boston | Chicago | San Francisco (On-site)
ABOUT THE COMPANY
We're a high-growth AI technology company transforming how essential services operate. Our AI-powered platform is deeply embedded in the workflows of large-scale organizations - reducing manual work, improving accessibility, and delivering seamless experiences in industries that impact everyday lives. Backed by tier-1 venture capital, we've recently closed a major growth round and are aggressively scaling our customer success organization.
If you want to work on technology that genuinely matters and move fast while doing it, this is your seat at the table.
THE ROLE
We're looking for a strategic Customer Success Manager to own deep, lasting relationships across a portfolio of enterprise accounts. You'll work with everyone from day-to-day operators to C-Suite executives - serving as the product expert, trusted advisor, and internal advocate for your customers.
This isn't a reactive support role. You'll proactively drive adoption, identify growth opportunities, and ensure customers are extracting maximum value from our platform.
WHAT YOU'LL DO
• Own a book of enterprise accounts end-to-end - from onboarding through renewal and expansion
• Become a deep product expert, guiding customers through workflows, integrations, and best practices
• Partner cross-functionally with Engineering, Product, and Support to resolve complex technical issues quickly
• Lead discovery sessions and project-manage client onboardings alongside the implementation team
• Review usage metrics and performance data regularly to proactively surface optimization opportunities
• Identify at-risk accounts early and execute turnaround plans to prevent churn
• Host workshops, write documentation, and keep customers current on new features and releases
• Serve as the voice of the customer internally - surfacing feedback and feature requests to shape the product roadmap
• Collaborate with Sales on strategic account plans and expansion opportunities
WHO YOU ARE
• 2 years in a technical, B2B customer-facing role at a SaaS company
• Currently managing a book of business of $2.5M ARR or more
• Comfortable translating complex technical concepts for non-technical audiences
• Confident reading technical documentation and working with data sets
• A natural relationship-builder who earns trust at every level of an organization
• Thrives in fast-paced, high-accountability environments - you own outcomes, not just tasks
• Willing to work on-site 4–5 days per week
PREFERRED SKILLS & EXPERIENCE
• Experience working with enterprise accounts in property management, real estate technology, healthcare, or workflow automation
• Familiarity with CRM tools (Salesforce, HubSpot), ticketing platforms, and customer success platforms (Gainsight, ChurnZero)
• Background in technical onboarding or implementation
• Strong data literacy - comfortable with dashboards, reporting, and usage analytics
WHY JOIN US
• Tier-1 VC-backed with significant runway and aggressive growth trajectory
• High ownership culture - autonomy without micromanagement
• Work on AI technology solving real problems at scale
• Competitive compensation equity
• Fast-track career development in a scaling organization