Customer Success Manager

5 days ago

New York, New York, United States PointFive Full time

Job Description
As a Technical Customer Success Specialist, you will help our customers achieve measurable outcomes by driving adoption, engagement, and expansion through automation, data, and digital programs. You will act as a trusted advisor, providing technical guidance at scale while collaborating with internal teams to ensure customer feedback shapes our product and strategy.

This is a hybrid role based in New York City.

Job Requirements

  • 4+ years of experience in Customer Success, preferably in a SaaS company with technical products.
  • Familiarity with cloud platforms, APIs, and enterprise SaaS environments (experience with DevOps, engineering, or FinOps teams a plus).
  • Strong communication skills with the ability to engage technical and business audiences across digital channels.
  • Data-driven and analytical, leveraging customer insights to shape engagement and adoption strategies.
  • Organized, proactive, and able to manage multiple accounts with a scale-first approach.
  • Self-starter, comfortable working in a fast-paced startup environment.
  • Minimal travel required (up to 10%).

Job Responsibilities

  • Manage the customer lifecycle at scale, ensuring a seamless experience from onboarding through adoption and maturity.
  • Leverage automation, digital programs, and data-driven insights to help customers reach their business goals.
  • Provide technical guidance around best practices for optimizing cloud efficiency, engaging with engineering, DevOps, and FinOps teams.
  • Proactively monitor customer usage, health, and engagement to identify risks early and deploy interventions to maximize value realization.
  • Serve as a customer advocate internally, synthesizing insights from customer interactions and usage data to influence product development, support, and GTM strategies.
  • Create scalable content (guides, playbooks, enablement materials) to drive self-service adoption and technical enablement.
  • Partner with Sales to identify expansion and upsell opportunities through scaled programs.

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