Customer Success Manager

7 days ago

New York, NY, United States Terial Full time
Job Title: Customer Success Manager (CSM)

Salary: $70-110k annually + Equity

Location: New York City (In-Person)

Hours: M-F 8:30am-6pm

About Terial:

Terial is disrupting the ~$13+ trillion global construction industry with AI-powered operating software for commercial roofers and contractors. Our product offers an exciting opportunity to build a vertical solution at the intersection of climate, real estate, and fintech. Since the start of 2025, we've 10x'd the business on the heels of overwhelming demand. Backed by top-tier investors and serving hundreds of customers nationwide, we're scaling rapidly and you'll join as one of our earliest non-technical hires.

Role Overview:

As our second Customer Success Manager hire, you will own the post-sale relationship for a portfolio of commercial roofing clients. You will guide customers through onboarding, training, and adoption; serve as their trusted advisor; and ensure they achieve measurable long-term business outcomes with Terial. This role will report to our Head of Customer Success and work closely with our CEO.

Key Responsibilities:
  • Onboarding & Training: Lead customers through seamless onboarding and implementation, ensuring they quickly understand and adopt Terial's platform. Deliver tailored training sessions to enable long-term success.
  • Training & Enablement: Deliver structured virtual and in-person training, develop customer resources, and empower users at every level - from admins to field foremen.
  • Relationship Management: Serve as the primary point of contact for executives and operational leads, building long-term trust and advocacy.
  • Support & Issue Resolution: Manage escalations, triage product issues with engineering, and keep customers informed until resolution.
  • Adoption & Growth: Monitor account health, run Quarterly Business Reviews, drive product engagement, and identify upsell, cross-sell, and renewal opportunities.
  • Feedback & Collaboration: Surface customer insights to Product and Engineering to help shape Terial's roadmap and improve the user experience.
  • Process & Playbook Development: Contribute to Customer Success playbooks and best practices as we scale.
Qualifications:
  • 3-6+ years of experience in Customer Success, Account Management or Implementation, in a B2B SaaS environment, with preference for an early-stage startup.
  • Experience with Onboarding/Implementation of clients to a SaaS product
  • Proven success in onboarding complex, multi-stakeholder accounts and driving high adoption and retention.
  • Strong project management skills; comfortable leading multiple concurrent implementations.
  • Excellent written, verbal, and interpersonal communication skills, including executive-level presentations.
  • A proactive, consultative approach to client relationships and problem solving.
  • Metrics-driven mindset with the ability to translate customer outcomes into measurable results.
  • Willingness to travel for key customer trainings and events, roughly 30%.
  • Currently within 1-hour of commuting distance of our NYC office (near Madison Square Park).
  • Currently already authorized for work in the US.
Compensation & Benefits:

Salary: $70,000 - $110,000 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)
  • Weekly team lunch at NYC office


Why Join Us?

At Terial, you'll help redefine the future of the built world while working at the intersection of climate, real estate, and fintech. Beyond the chance to build and scale a transformative product, you'll join a passionate, driven team that values collaboration, innovation, and meaningful impact.

If you're excited to blend onboarding expertise, customer success leadership, and technical problem-solving to drive impact, we'd love to hear from you

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