3+ years in customer success, account management, or client services (B2B/SaaS preferred)
Experience managing a high volume of accounts simultaneously
Comfortable leading renewal conversations, including pricing and terms
Working knowledge of SSO/SAML, APIs, or data delivery products
Strong organizational and time-management skills
Familiarity with CRM systems (Salesforce preferred)
Clear communicator with a customer-first mindset
Experience in subscription-based businesses preferred
Responsibilities
Own the renewal process for ~300 corporate and enterprise accounts
Manage renewal timelines and outreach 90 to 120 days before contract expiration
Ensure customers understand renewal terms and next steps
Monitor usage to identify churn risk and take corrective action
Escalate at-risk renewals and account issues to Customer Success and Sales
Configure SSO access and seat provisioning for accounts
Set up and manage API and MCP feed access for customers
Serve as the primary contact for customer needs regarding access and billing
Identify upsell signals and hand off qualified opportunities to Sales
Benefits
Company-paid medical, dental, and vision coverage for employees and dependents
Medical coverage includes fertility care and $0 copays for in-office mental health visits
Paid parental leave for new parents
Generous paid time off (PTO) that increases with tenure
401(k) plan with employer matching contributions
Flexible Spending Accounts (FSAs) for healthcare and dependent care
Fitness and wellness stipend
Monthly cell phone reimbursement
Company-sponsored lunches every Monday
Commuter benefits
Supportive, inclusive, and diverse work environment with a zero-tolerance policy for harassment
Full Job Description
About the role
The Information is seeking a Customer Success Associate Manager to own renewals, retention, and account operations across a portfolio of ~300+ corporate and enterprise customers. This role ensures strong retention, proactive risk management, and seamless onboarding and provisioning, including SSO access and API/MCP feed setup and trials.
This is a mid-level Customer Success role working closely with Customer Success leadership and the Enterprise Sales team.
What you'll do
Renewals & retention
Own the renewal process for a portfolio of ~300+ corporate and enterprise accounts.
Manage renewal timelines, outreach, and execution 90 to 120 days ahead of contract expiration.
Ensure customers understand renewal terms, pricing, and next steps.
Monitor usage and engagement to identify churn risk early and take corrective action.
Escalate at-risk renewals and account issues to Customer Success and Sales.
Route seat additions and upsell interest surfaced during renewals to Sales.
Maintain accurate renewal tracking and forecasting in Salesforce.
Onboarding & technical provisioning
Configure SSO access, domain permissions, and seat provisioning for new and renewing accounts.
Set up and manage API and MCP feed access for customers.
Run feed trials end-to-end: setup, timelines, and usage monitoring.
Track trial engagement and hand off conversion-ready trials to Sales.
Coordinate with Product and Engineering to resolve access and delivery issues.
Customer experience & operations
Serve as the primary point of contact for day-to-day customer needs on access, usage, billing coordination, and subscriptions.
Maintain accurate account records in Salesforce, including renewal dates, contacts, and risk indicators.
Report on renewal progress, retention, and net revenue retention.
Sales collaboration
Identify upsell and expansion signals inside and outside the current department or cost center, and hand off qualified opportunities to Sales.
Support Sales with account context, usage data, and renewal timing to enable successful conversations.
Qualifications
3+ years of experience in customer success, account management, or client services (B2B/SaaS preferred).
Experience managing a high volume of accounts simultaneously.
Comfort owning renewal conversations, including pricing and terms.
Working knowledge of SSO/SAML, APIs, or data delivery products; comfortable troubleshooting with technical stakeholders.
Strong organizational and time-management skills.
Familiarity with CRM systems (Salesforce preferred).
Clear communicator with a customer-first, commercially aware mindset.
Experience in subscription-based businesses preferred.
Benefits
We offer a comprehensive and competitive benefits package designed to support the well-being of our employees and their families, including:
Company-paid medical, dental, and vision coverage for employees and their dependents
Medical coverage that includes fertility care and $0 copays for in-office mental health visits with in-network providers
Paid parental leave to support and empower new parents
Generous paid time off (PTO) that increases with tenure
401(k) plan with employer matching contributions
Flexible Spending Accounts (FSAs) for healthcare and dependent care expenses
Fitness and wellness stipend to encourage a healthy lifestyle
Monthly cell phone reimbursement
Company-sponsored lunches in the office every Monday
Commuter benefits
A supportive, inclusive, and diverse work environment with a zero-tolerance policy for harassment
We can only accept applications from those eligible to live and work in the United States. This is a hybrid role with office attendance required 3 days/week.
The salary range posted is based on the company's good faith belief at the time of the posting. Actual compensation may vary above or below this range based on factors such as location, work experience, and skill level.
