Customer Success Manager

Client Success Manager

NYC • Full Time • Onsite

Shields Group Search is supporting a fast growing Series A startup that is building the next generation operating system for a large and essential legacy industry. Their first product is scaling rapidly, already driving more than 250 quotes per day and over 1.5M ARR. With strong adoption across key suppliers nationwide, the company is expanding its client success function to support the next phase of growth.

They are hiring a Client Success Manager to own customer relationships, champion the client perspective, and help build a world class success motion from the ground up. This is a high visibility, high upside role for someone who thrives in fast paced environments and takes pride in delivering an exceptional client experience.

The Role

You will work directly with the founding team to support customers, improve systems, and shape how the company engages and grows its client base. As usage expands to thousands of users over the next 1 to 2 years, you will play a critical role in scaling the processes, playbooks, and infrastructure that define Client Success.

What You’ll Do

• Serve as a product expert and trusted advisor for users and key stakeholders
• Partner with Leadership, Sales, Implementation, and Engineering to surface insights and influence product direction
• Manage the client success section of the CRM and ticketing systems
• Drive proactive outreach to improve user experience, product adoption, and account growth
• Use data to identify trends, reduce churn, and optimize client engagement
• Manage escalations with urgency and strong communication
• Help develop scalable client success playbooks and operational systems

A typical day may include:

Responding to 25 plus inbound messages, hosting five client video calls, demoing a new feature for a key account, or running remote training sessions for new client teams.

Success Milestones

• 2 Weeks: Shadow calls, learn the product, and master support systems
• 30 Days: Own digital communications across customer channels
• 60 Days: Manage inbound requests and solve client issues in real time

Who You Are

• You deliver exceptional client experiences and enjoy building strong relationships
• You are proactive, confident on calls and video, and calm under pressure
• You can juggle multiple priorities in a fast paced setting
• You have 4 plus years of experience in customer success, account management, or tech sales

Bonus experience:

Startup environments, B2B SaaS, construction tech or other legacy industries, hands on client implementations, or comfort with technical products and commercial workflows.

Compensation

• Base Salary: 95k to 170k plus bonus (depending on experience)
• Equity: Meaningful grant
• Benefits: Medical, dental, vision
• Perks: Free lunches and dinners

This role is onsite in New York City in a centrally located office near major transit and parks. You will work closely with a high performing team and help shape the future of an industry that is only now beginning to adopt modern, AI native software.