Customer Success Manager

New York City, Remote. Posted a month ago

The role

You will own a portfolio of enterprise and scale-up clients from kickoff through renewal. You will drive platform adoption, manage renewals, and identify expansion opportunities.

What you will do

Act as the primary point of contact for a portfolio of enterprise and scale-up clients.
Own onboarding end to end including kickoff, workspace setup, and user training.
Build relationship maps and multi-thread beyond champions.
Track client platform usage and drive adoption.
Translate data into business outcomes for clients.
Lead quarterly business reviews.
Partner with AEO Strategists on technical roadmaps.
Own retention outcomes and account health.
Run renewals including ROI pushback and budget scrutiny.
Identify expansion opportunities and work with Business Development to close them.

Required qualifications

4+ years in customer success or account management at a B2B SaaS company or agency.
Experience owning a book of enterprise or mid-market accounts.
Named retention and expansion results including owned renewals.
Track record with accounts inherited mid-stream.
Direct experience in commercial conversations including renewals, ROI pushback, budget scrutiny, and upsell.
Working fluency in SEO or search marketing.
Composure in high-stakes conversations.
Organized ownership of a book in a CRM such as HubSpot.

Nice to have

AEO/GEO experience.
Startup background, especially helping build a CS function or its playbooks.
Experience with SEO or analytics platforms (Semrush, Ahrefs, GA4).
Experience supporting accounts across multiple time zones.

Benefits

Base Pay + Equity
Premium Medical, Dental & Vision Coverage
Home Office Stipend
Unlimited PTO Plan
Paid Parental Leave Plan
401(k) Plan with Employer Matching
Mentorship & Career Growth Support
Access to Top-tier Resources & Industry Experts
Quarterly Team Trips (Onsite and Offsite)
Gym, Wellness, and Access to Mental Health Plans
Free Lunch, Snacks, Cold Brew, & Happy Hours
Ongoing Employee Development Programs

About the company

Goodie helps leading brands win AI search by providing visibility into how AI models represent brands and products. The company provides an AI control plane and optimization engine to improve visibility and performance.