The Tech Recruiters · 2 days ago
Founding Customer Success Manager
New York, NY
Full-time
Onsite
Mid, Senior Level
$130K/yr - $150K/yr
2+ years expThe Tech Recruiters is building AI powered brand protection software for eCommerce companies, and they are seeking a Founding Customer Success Manager to enhance customer experience and retention. This role involves managing the customer journey from onboarding to renewal, leading a global enforcement team, and developing scalable processes to ensure customer satisfaction.
Computer Software
Hiring Manager
Adriana DiCarlo
Responsibilities
Own onboarding, adoption, and renewal workflows
Ensure smooth handoffs, proactive communication, and high customer satisfaction
Lead onboarding calls, check ins, optimization conversations, and QBRs
Handle escalations and communicate resolutions clearly
Proactively identify at risk accounts and execute retention strategies
Support renewals, expansions, and upsell opportunities
Lead and develop a team of enforcement specialists
Train the team on evolving policies, regulations, and workflows
Run regular one on ones and provide coaching and feedback
Prioritize workloads and ensure service levels are consistently met
Drive accountability and professional development across the team
Build scalable customer success playbooks, including onboarding, QBRs, renewals, escalations, and communications
Design check in cadences and automation to communicate value consistently
Improve customer health scoring, churn prediction, and reporting
Define a roadmap to support a more self serve experience for smaller customers
Partner closely with product, operations, and sales teams
Represent the customer voice in product and process decisions
Share insights, pain points, and feature requests with internal teams
Keep leadership informed on key accounts, risks, and growth opportunities
Review enforcement volumes, detection trends, and turnaround times
Prepare insights for client reviews and internal decision making
Segment customers to create more efficient success workflows
Refine dashboards to clearly highlight ROI and performance
Qualification
Required
2 to 5 years of experience in Customer Success, Strategy, or Operations
Experience in a startup or high growth SaaS environment
Proven ability to build processes, playbooks, or onboarding systems from scratch
Strong communication skills and comfort working with senior stakeholders
A self starter who thrives in fast paced environments and takes ownership
Willingness to go above and beyond to ensure customer success
Company
The Tech Recruiters
We help fast-growing tech companies hire the right people, faster.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase