3-5 years in Customer Success or Technical Account Management in a B2B SaaS context
Experience managing onboarding and implementations for complex, multi-stakeholder accounts
Proven ability to drive improved Net Revenue Retention (NRR) and account expansion
Familiarity with APIs and integrations or data-heavy products
Strong communication skills for both technical and non-technical discussions
Responsibilities
Onboard and integrate new customers from contract signature to go-live
Analyze customer use cases across various technical platforms
Collaborate with Solutions and engineering teams for customer integration
Conduct structured Quarterly Business Reviews (QBRs) focusing on customer success
Identify and pursue expansion opportunities within existing accounts
Manage ongoing relationships and day-to-day communications with strategic accounts
Provide feedback to Product teams to inform roadmap priorities
Benefits
Supportive startup culture with significant growth opportunities
Access to cutting-edge HR technology solutions and practices
Opportunity to shape Customer Success strategies in a rapidly growing office
Involvement in high-impact projects with enterprise clients
Opportunity for professional development and evolution within the company
Full Job Description
Location: New York City Office (Onsite) Compensation: $180K-$220K OTE
About the Role
This technical, customer-facing position means you'll own customers from onboarding through ongoing success and expansion. You will be the first point of contact for strategic accounts, making them successful and growing their usage of Kombo's solutions.
Key Responsibilities
Onboard and implement new customers, leading from contract signature through go-live
Understand customer use cases across HR, TA, payroll, and LMS tools
Coordinate with Solutions and engineers to get customers integrated and live
Prepare and run structured QBRs focused on value, adoption, and roadmap
Align stakeholders on expansion opportunities and next phases
Identify new use cases, products, or integrations within existing accounts
Partner with Sales on commercial discussions and proposals
Build and manage an expansion pipeline across a portfolio of accounts
Own day-to-day relationship management for strategic accounts
Handle renewals, expansions, and commercial escalations
Provide structured feedback to Product on gaps and opportunities
Help prioritize roadmap based on patterns across accounts
Contribute to building out Customer Success and Kombo's NYC office, including defining/refining CS playbooks and onboarding flows
What Good Looks Like
Have 3-5+ years in Customer Success, Technical Account Management, or a similar customer-facing B2B SaaS role
Have worked with API products or deeply technical platforms (comfortable with docs, endpoints, and high-level debugging)
Have managed onboarding and implementations for complex, multi-stakeholder accounts
Possess experience with enterprise or upper mid-market accounts, including multi-product/region rollouts
Are curious about data and value-driven customer outcomes
Are excited to travel for in-person customer meetings
Have experience or strong interest in HR Tech / TA Tech (preferred but not required)
Thrive in a high-pace, startup environment and are comfortable with quick iteration and ambiguity
Must-Have Experience & Skills
3-5 years in Customer Success, Technical Account Management, or similar
Proven experience owning a book of business and driving improved NRR/expansion
Experience with APIs, integrations, or data-heavy products
Strong written and verbal communication with both technical and non-technical stakeholders
Ability to work autonomously and structure your own work
Eagerness to work in-office (NYC, 4+ days/week) at a high-growth startup
Nice-to-Haves
Background in HR Tech or TA Tech
Experience in startups or as an early hire on CS/TAM/post-sales teams
Hands-on experience calling APIs, use of Postman, or work on integrations with engineers
This role is likely NOT a fit if:
You want a remote-only role or cannot commit to being in the NYC office 4+ days/week
You are uncomfortable with commercial conversations such as renewals, expansions, or negotiations
You require highly structured processes and are not comfortable building from scratch
You do not enjoy learning technical products, APIs, or integrations
