3+ years in customer-facing roles with 2+ years as a Customer Success Manager in B2B SaaS
Strong focus on customer experience and success metrics
Experience with usage-based or credit-based commercial models
Demonstrable retention and expansion outcomes
Ability to analyze usage patterns and predict customer behavior
Familiarity with advanced AI models and configurations
Experience in early-stage companies where processes were built
Responsibilities
Own a portfolio of accounts and build strong, multi-level relationships
Coordinate with advisory, research, product, and sales teams to support customers
Turn customer questions into actionable business outcomes
Showcase platform capabilities and identify untapped use cases
Manage credit consumption and renewal health within designated accounts
Implement a 90-day onboarding program for new customers
Monitor usage for early churn signals and create intervention plans
Lead business reviews linking customer goals to platform usage
Activate multiple stakeholders within accounts, beyond the initial contact
Advocate for customer needs with the Product team
Maintain and update account records in HubSpot
Develop playbooks and enablement for scalable customer success operations
Benefits
Opportunity to help build the Customer Success function
Medical, dental, and vision insurance
401(k) plan
Flexible paid time off
Hybrid work environment based in Union Square, NYC
Full Job Description
The Role
Your job is to help our customers get the most out of verified, actionable intelligence tailored to their markets and problems. As a CSM, you own a portfolio of accounts and make sure each customer is using the platform to answer the questions that matter to their business, whether that's a game plan refresh, a battle card update, or a session with Coach AI.
That means understanding each customer's market, their workflows, and what they need to act on. When usage slows, you identify the cause and address it well ahead of the renewal. You will work with the Chief Operations Officer to build the core CS motions: the 90-day onboarding program, health scoring, adoption milestones, and expansion triggers.
What You'll Do
Own a portfolio of new and existing accounts as a trusted advisor and build durable, multi-threaded relationships that grow across each customer's teams
Lead the day-to-day relationship, coordinating across Liminal's advisory, research, product, and sales teams to bring the right people and the right intelligence to each customer
Partner with customers to turn their market questions into real business outcomes, running game plan refreshes, battle card updates, and Coach AI sessions
Demonstrate the platform's depth as customer needs evolve, surfacing use cases across our six markets they haven't yet tapped and connecting new capabilities to live problems on their desk
Own credit consumption, adoption, and renewal health for a portfolio of accounts in the $50K-$200K range
Run a 90-day onboarding that takes new customers from platform access to confident, habitual use
Monitor usage patterns and flag tier upgrade opportunities (Single Market to Multi-Market) to the COO and Sales
Watch for early churn signals such as slowing credit consumption, dormant users, and stalled workflows, and intervene with a clear plan
Lead recurring business reviews that tie customer goals to platform outcomes and usage data
Drive activation across multiple stakeholders in each account, not just the original champion
Be the voice and champion for your customers internally, bringing their needs and issues to the Product team to improve value
Keep account data current in HubSpot: health scores, usage signals, and expansion indicators
Turn what works into playbooks, enablement, and repeatable CS motions the whole function can run
What We're Looking For
3+ years of professional experience in customer-facing roles, including 2+ years as a Customer Success Manager in B2B SaaS
Maniacal commitment to customer experience: you sweat the details of every interaction and measure yourself by whether the customer actually succeeded, not whether the task got done
Experience with usage-based, consumption, or credit-based commercial models
Retention and expansion outcomes you can speak to specifically
Comfort with data: you can read usage patterns, spot leading indicators of churn, and segment accounts by behavior
Comfortability working with the latest AI models including connectors, MCP services, advanced configurations.
Experience managing stakeholders from analysts to executives in enterprise accounts
Familiarity with at least one of our six markets
Experience at an early-stage company where you helped build processes
Able to work hybrid from our Union Square office
What We Offer
$95,000-$125,000 base salary plus performance bonus tied to NRR and consumption metrics, and equity
The chance to help build the CS function and its playbooks
Medical, dental, and vision coverage; 401(k); flexible PTO
