Job Title: Senior Customer Success Manager (CSM)
Salary: $120-150k annually + Equity
Location: New York City (In-Person)
Role Overview:As a Senior Customer Success Manager (CSM), you will own the complete post-sale lifecycle for a portfolio of Mid-Market and Enterprise commercial roofing clients, from onboarding and implementation through customer support, ongoing account management, Quarterly Business Reviews, and renewals. You will lead complex, multi-stakeholder implementations delivered virtually or in person, and serve as a trusted advisor to executive and operational stakeholders. You will also carry direct accountability for retention and expansion revenue across your book of business.
This is a senior individual-contributor role for someone who wants full ownership of the customer journey for our most strategic accounts. You will report to our Head of Customer Success and work closely with our CEO.
Key Responsibilities:- Onboarding & Implementation:Own end-to-end onboarding and implementation for Mid-Market and Enterprise accounts, delivered virtually or in person, guiding multi-stakeholder teams from kickoff through go-live.
- Training & Enablement:Design and deliver structured virtual and on-site training programs, build customer-facing resources, and enable users at every level - from executives and admins to field foremen. Up to ~25% travel expected.
- Relationship Management:Serve as the primary point of contact and trusted advisor for senior executives and operational leaders, building long-term trust and advocacy across the account.
- Ongoing Account Ownership:Own the complete customer lifecycle post-onboarding, including customer support, regular cadence syncs, account health monitoring, and proactive risk mitigation.
- Quarterly Business Reviews: Lead QBRs and strategic account reviews, presenting ROI and value narratives that keep executive stakeholders engaged and bought in.
- Renewals & Expansion: Own the full renewal process and carry a quota for retention and expansion revenue across your portfolio, identifying and closing upsell and cross-sell opportunities.
- Support & Issue Resolution:Manage escalations, triage product issues with Engineering, and keep customers informed until resolution.
- Feedback & Collaboration: Surface customer insights to Product and Engineering to help shape Terial's roadmap and improve the user experience.
- Process & Playbook Leadership:Take a lead role in building and refining Customer Success playbooks and best practices as we scale, and serve as a senior voice on the team.
Qualifications:- 4-8+ years of combined experience across Customer Success, Account Management, and Implementation in a B2B SaaS environment, with direct experience onboarding and managing Mid-Market and Enterprise accounts; early-stage startup experience preferred. Working with software for the Trades experience is a plus.
- 2+ years of experience in Customer Success at an early stage startup & 2+ years of experience at a scaled startup or in a non-startup environment.
- 2+ years of experience managing a mid-market and/or enterprise-level B2B SaaS book of business.
- Proven track record carrying and hitting renewal and expansion revenue targets, ideally in a quota-carrying Customer Success or Account Management role.
- Demonstrated success onboarding and implementing complex, multi-stakeholder accounts, with strong project management skills across multiple concurrent implementations.
- Demonstrated success in Customer Success for either a multi-moduled SaaS product or multiple products within the same book of business.
- A proactive, consultative approach to client relationships and problem-solving, with a metrics-driven mindset that translates customer outcomes into measurable business results.
- Comfortable operating as an individual contributor - someone who can own ambiguity, set the example for the team, and contribute to CS process and playbooks as the team scales.
- Excellent written, verbal, and interpersonal communication skills, including experience presenting to and influencing C-suite and senior operational stakeholders.
- Willingness to travel for key customer onboarding, training, and QBR engagements, roughly 20%.
Compensation & Benefits:Salary: $120,000 - $150,000 per annum, commensurate with experience.
Generous equity compensation, giving you a stake in our shared success.
Benefits
- Comprehensive medical, vision and dental insurance plans offered (with up to 100% covered)
- 401K plan
- Unlimited PTO
- Hybrid work environment (Monday through Thursday in-person; Friday's remote - 8:30am-6pm expectation)
- Weekly team lunch at NYC office
