Director of Scaled Customer Success | Housing

About EliseAIAt EliseAI, we are transforming the critical sectors of housing and healthcare. Recognizing that everyone deserves a safe place to live and access to quality healthcare, we strive to make these essential services more accessible and efficient. By seamlessly integrating AI agents into existing workflows, we enhance efficiency, lower costs, and elevate the overall user experience.Housing: We streamline the rental process by simplifying apartment tours, lease signing, maintenance requests, and ensuring constant communication with property teams—all in one convenient platform.Healthcare: We facilitate appointment scheduling, streamline intake forms, and enhance communication between patients and providers, allowing everyone to prioritize health over paperwork.With EliseAI, organizations can eliminate manual tasks, improve service accessibility, and deliver a cohesive experience across essential services. We recently secured a $250 million Series E round led by Andreessen Horowitz to further our mission.About The RoleIn this pivotal role, you will collaborate across departments to ensure customer revenue retention. You will engage in both strategic business discussions and technical conversations with stakeholders at all levels, including C-suite executives.Key ResponsibilitiesLead and mentor a high-performing team of Customer Success Managers (CSMs) through continuous coaching and training, helping each individual set and achieve their professional development objectives.Collaborate with HR and other leaders to recruit exceptional mid-market and enterprise CSMs, scaling the team as the company expands.Work alongside CSMs to identify customer challenges and goals, ensuring effective implementation of EliseAI solutions across their real estate portfolios.Take ownership of customer success, overseeing onboarding, product adoption, and retention strategies while collaborating with our Chief Revenue Officer to develop and execute account plans.Facilitate a weekly review of performance metrics to identify areas for improvement.Partner with product and engineering teams to drive the adoption of new features and products.

About EliseAIAt EliseAI, we're transforming essential industries such as housing and healthcare. We understand that finding a home and accessing quality healthcare can be challenging. By seamlessly integrating AI agents into existing workflows, we enhance efficiency, lower costs, and elevate the overall experience for all stakeholders.Housing: We simplify the rental process by streamlining apartment tours, lease signings, maintenance requests, and communication with property teams, consolidating everything renters need into one platform.Healthcare: We facilitate appointment scheduling, intake form completions, and patient-provider communications, allowing everyone to focus on health rather than paperwork.With EliseAI, organizations can minimize manual tasks, enhance accessibility, and provide a seamless experience across critical services. Recently, we secured a $250 million Series E funding round led by Andreessen Horowitz to expedite our mission.About The RoleEliseAI is on the lookout for a Scaled Customer Success Manager who will optimize and enhance customer engagement through innovative technology and data-driven strategies. In this pivotal role, you'll manage a substantial portfolio of accounts, utilizing tools such as PlanHat, Salesforce, Zendesk, and Gong to ensure customer success. You'll be responsible for nurturing strong relationships through scalable engagement tactics while conducting essential touchpoints like business reviews and strategic discussions.Your contributions will ensure that customers derive maximum value from EliseAI’s offerings, blending automation with personal interaction to create outstanding experiences.Key ResponsibilitiesProactively manage a diverse portfolio of accounts, strategically balancing automation and personal engagement to enhance adoption, retention, and overall satisfaction.Utilize platforms like PlanHat, Salesforce, Zendesk, and Gong to assess customer health, automate workflows, and monitor success metrics. Familiarity with at least one of these tools is essential.Coordinate and lead critical customer meetings, including Quarterly Business Reviews (QBRs), to foster strong partnerships.

About EliseAIAt EliseAI, we are at the forefront of transforming critical sectors such as housing and healthcare. Our mission is to simplify access to essential services, ensuring that everyone has a place to live and can obtain quality healthcare. By embedding AI agents within existing workflows, we enhance efficiency, cut costs, and elevate the overall user experience.Housing: We streamline the apartment touring process, lease signing, maintenance requests, and communication with property management, consolidating everything renters need into a single platform.Healthcare: Our solutions simplify appointment scheduling, intake form completion, and communication with healthcare providers, allowing patients to concentrate on their health rather than paperwork.With EliseAI, organizations can minimize manual labor, improve access, and deliver a cohesive experience across essential services. Recently, we secured a $250 million Series E funding round led by Andreessen Horowitz to further this mission.About The RoleIn the capacity of a Customer Success Specialist, you will be an integral part of our customer success team, focusing on fostering long-term success for our clients utilizing our platform. This role demands a customer-centric approach and strategic collaboration with Customer Success Managers.Your contributions will significantly impact customer onboarding, engagement, and retention, utilizing data analytics, building product knowledge, and working cross-functionally to optimize the customer journey. This position is perfect for an individual with robust operational or customer-facing experience eager to enhance their expertise in Customer Success. You will play a vital role in onboarding, customer outreach, and ensuring clients derive substantial value from our platform.Key ResponsibilitiesCollaborate with Customer Success Managers to onboard clients, establishing key objectives and ensuring seamless implementation.Acquire in-depth knowledge of the EliseAI platform to effectively guide clients and provide data-driven recommendations.Engage with clients proactively to promote product adoption, satisfaction, and long-term retention.Analyze usage data, feedback, and trends to enhance the customer experience continuously.

Join EliseAI as a Customer Success Manager in Housing!At EliseAI, we are dedicated to transforming the essential sectors of housing and healthcare. We believe that everyone deserves access to safe living conditions and quality healthcare, and we strive to make these services more accessible and efficient.By embedding AI agents into everyday workflows, we enhance efficiency, lower costs, and elevate user experiences.Housing: We streamline processes for renters, from touring apartments to signing leases and submitting maintenance requests, all in one convenient platform.Healthcare: We simplify appointment scheduling, intake form completion, and communication between patients and providers, allowing everyone to focus on health rather than paperwork.With EliseAI, organizations can minimize manual tasks, enhance accessibility, and provide a cohesive experience across vital services. Recently, we secured a $250 million Series E funding led by Andreessen Horowitz to further our mission.About The RoleWe are seeking a dedicated Customer Success Manager to nurture strategic relationships with our clients, ranging from frontline leasing teams to executive leadership. This role requires a deep understanding of our offerings to effectively connect our customers with our internal technology teams.As a product expert, you will enhance the user experience and ensure customer satisfaction throughout their journey with EliseAI. A strong track record in building and maintaining lasting relationships is essential, as you will tackle technical challenges while fostering enthusiasm and loyalty among our users.Key ResponsibilitiesMaster EliseAI’s products, focusing on user workflows, integrations, and product synergy.Grasp customer business needs and objectives, effectively communicating AI’s value to ensure successful adoption and utilization.Deliver exceptional support by taking ownership of customer concerns, collaborating closely with technical teams to resolve issues.

About EliseAIAt EliseAI, we are revolutionizing crucial industries such as housing and healthcare. Access to quality housing and healthcare is essential for everyone, yet it often proves challenging to obtain. Our innovative integration of AI agents into existing workflows enhances efficiency, lowers costs, and elevates the overall experience for all stakeholders.Housing: Our platform streamlines the process for renters, making apartment tours, lease signings, maintenance requests, and communication with property teams more accessible and organized.Healthcare: We simplify patient interactions by facilitating appointment scheduling, intake form completion, and communication with healthcare providers, allowing everyone to prioritize health over paperwork.EliseAI empowers organizations to minimize manual tasks, enhance accessibility, and provide a seamless experience across vital services. We recently secured a $250 million Series E round led by Andreessen Horowitz to further accelerate our mission.About The RoleIn this pivotal role, you will collaborate cross-functionally with key stakeholders to drive revenue retention within our customer base. Your ability to engage in both business-level and technical discussions across various organizational tiers, including the C-suite, is essential.Key ResponsibilitiesLead and cultivate a high-performing team of Customer Success Managers through effective coaching, training, performance management, and structured professional development.Oversee customer outcomes throughout their journey, including onboarding, product utilization, retention, and overall account health.Drive tangible customer impact, ensuring clients recognize and can articulate the return on investment of EliseAI within their organizations.Identify and address churn risks by developing and implementing scalable strategies informed by data and customer insights.Collaborate with the Sales team to foster growth, contributing to account strategy, expansion planning, and identifying upsell opportunities.Conduct weekly performance reviews, utilizing data to identify gaps and implement enhancements across the team.Work closely with Product and Engineering teams to ensure customer feedback is integrated into product development.

At Anaplan, we are a dynamic team of innovators dedicated to enhancing business decision-making through our advanced AI-driven scenario planning and analytics platform, empowering our clients to outperform their competition.What brings Anaplanners together across various teams and regions is our unwavering dedication to our clients’ success and our Winning Culture.Our esteemed clientele includes some of the most recognized names in the Fortune 50, such as Coca-Cola, LinkedIn, Adobe, LVMH, and Bayer, among over 2,400 global companies that trust our top-tier platform.Our Winning Culture fuels our innovative teams. We embrace diverse thoughts and ideas, act as leaders regardless of our titles, strive for ambitious goals, and take pride in celebrating our achievements—both large and small.Guided by principles that prioritize strategy, values, and disciplined execution, you will find inspiration, connection, development, and rewards here. Your unique qualities are welcome; join us in building the future together!AMER Portfolio Leader - Director of Customer SuccessAnaplan is a pioneering enterprise planning platform relied upon by the world’s most sophisticated organizations to enhance financial, operational, and strategic decision-making processes. Supported by Thoma Bravo, a leading software-focused private equity firm, Anaplan operates with speed, intensity, and a relentless commitment to operational excellence and measurable performance.As we embark on our next growth phase, we are refining our go-to-market post-sales coverage model to improve segmentation, execution rigor, and recurring revenue security. Historically, accounts were managed within blended portfolios, but as our business has evolved, it has become clear that differentiated customer segments require tailored strategies, scrutiny, and leadership focus.To facilitate this evolution, we are establishing a dedicated AMER Portfolio Leader (CSD) role responsible for four segmented portfolios. This strategic investment aims to enhance renewal discipline, operational command, and risk transparency for fiscal year 2027 and beyond.This highly visible role is at the heart of Anaplan’s post-sales go-to-market engine, perfect for a seasoned post-sales GTM leader eager to thrive in a fast-paced, high-performance environment, initiate a new GTM strategy, and significantly impact both the business and the operational model.The ideal candidate is an operator at heart; gritty, action-oriented, and relentless in their pursuit of customer outcomes and value delivery.

Runwise is hiring a Director of Customer Success based in New York, NY. This senior leader will guide the team that helps customers achieve long-term results with the Runwise platform, which improves building performance and energy efficiency. Role Overview This is a pivotal leadership role as Runwise expands into new markets and manages a growing portfolio of buildings. The Director of Customer Success will oversee a group responsible for monitoring building performance, optimizing system settings, and delivering measurable energy savings for customers. The position involves close collaboration with Customer Support, Field Operations, and Engineering to resolve issues and keep systems running smoothly. Runwise is looking for someone experienced in scaling customer success teams within a combined hardware and software environment. The right candidate will develop processes, metrics, and operational playbooks to support ongoing growth. Key Responsibilities Customer Success Leadership Lead and mentor Customer Success Managers as they oversee large portfolios of buildings. Set up frameworks for managing portfolios and establishing performance benchmarks. Design processes that encourage proactive engagement with customers. Building Performance Optimization Ensure buildings operate efficiently and deliver expected energy savings. Find opportunities to further optimize systems within customer portfolios. Develop monitoring and reporting systems to track building performance. Customer Relationship Management Build strong relationships with property owners, operators, and asset managers. Serve as the main technical point of contact for large customer portfolios. Identify ways to expand Runwise deployments within existing client portfolios. Operational Scaling Create playbooks and processes for managing large building portfolios. Introduce software tools that help the team scale efficiently. Improve systems for reporting, monitoring, and tracking performance. Collaborate with Customer Support and Field Service teams to solve operational challenges.

About EliseAIAt EliseAI, we are dedicated to transforming essential industries such as housing and healthcare. We believe that everyone deserves a stable home and access to quality healthcare, yet these crucial services can often be difficult to navigate. By integrating advanced AI agents into existing workflows, we enhance efficiency, lower costs, and elevate the overall experience for users.Housing: We streamline the process for renters to tour apartments, sign leases, submit maintenance requests, and maintain communication with property teams—bringing all essential services into one convenient platform.Healthcare: We simplify appointment scheduling, streamline intake forms, and facilitate effective communication between patients and providers, allowing everyone to focus on health rather than paperwork.With EliseAI, organizations can minimize manual tasks, enhance accessibility, and deliver a seamless experience across vital services. We recently secured a $250 million Series E round led by Andreessen Horowitz to further accelerate our mission.About The RoleEliseAI is on the lookout for a Customer Experience Enablement Manager to architect, implement, and continuously refine training and enablement programs for our Customer Success Managers (CSMs). You will be responsible for CSM onboarding, ongoing skills enhancement, certification, and performance metrics, ensuring that each CSM is fully equipped to promote adoption, retention, and growth across our customer base.

Join Our Team at Reality DefenderAs a leader in the cybersecurity landscape, Reality Defender excels in helping enterprises and governments detect deepfakes and AI-generated media. Our award-winning platform employs a patented multi-model approach that stands resilient against the latest generative technologies producing video, audio, imagery, and text. With a robust API-first deepfake detection system, we empower developers and teams to combat fraud and misinformation in real time.Supported by prestigious investors such as DCVC, Illuminate Financial, Y Combinator, Booz Allen Hamilton, IBM, Accenture, Rackhouse, and Argon VC, we collaborate with top-tier enterprises, financial institutions, and government bodies to prevent the misuse of AI-generated content.Watch our Youtube: Reality Defender Wins RSA Most Innovative Startup to learn more about our innovative solutions.The Role of Director of Customer SuccessAs the Director of Customer Success, you will spearhead the strategy and execution of our customer success initiatives. Your primary focus will be on ensuring that clients across various sectors can effectively deploy and utilize our deepfake detection platform, achieving measurable outcomes and value.This position demands exceptional leadership skills, operational expertise, and a comprehensive understanding of complex enterprise and public-sector environments. You will cultivate and expand a high-performing team dedicated to enhancing customer outcomes, retention, and partnership longevity. Key responsibilities include:Define and implement a cohesive Customer Success strategy that aligns with our growth and retention objectives.Recruit, lead, and mentor a team of Customer Success Managers and onboarding specialists.Establish scalable processes for customer onboarding, adoption, health monitoring, renewals, and expansion.Drive growth within existing accounts by upselling and cross-selling our capabilities and enhancing customer utilization.Set and monitor KPIs, including retention rates, net revenue retention (NRR), adoption metrics, and customer satisfaction (CSAT/NPS).Collaborate closely with Sales, Solutions Engineering, Product, and Support teams to facilitate seamless customer lifecycle management.Ensure compliance with security and operational standards for regulated customers.Create and manage low-touch/tech-touch programs to enhance customer experiences effectively.

The City of New York is hiring a Deputy Director of Housing Connect to help improve access to housing resources across the city. This leadership role centers on making housing services more effective and user-friendly for residents. Role overview The Deputy Director works closely with government agencies, community organizations, and the public. The focus is on coordinating efforts to streamline housing services and support better outcomes for those seeking housing in New York City. Key responsibilities Collaborate with a range of stakeholders to enhance housing programs Identify ways to improve the accessibility and efficiency of housing resources Support initiatives that make the resident experience smoother and more effective Location This position is based in New York City.

As the Director of Partner Success at Anthropic, you will be instrumental in shaping and enhancing our partner relationships. Your primary focus will be to ensure that our partners achieve their desired outcomes while using our innovative AI solutions. You will lead a dedicated team, driving growth, engagement, and long-term success through strategic insights and collaborative efforts.In this role, you will establish key performance indicators, analyze partner feedback, and implement best practices to optimize our partner programs. Your ability to build strong relationships and foster a culture of success will be crucial in delivering exceptional value to our partners.

About UsAt Sauce, we empower local restaurants through our innovative technology platform, designed to enhance growth via commission-free delivery and pickup. Our proprietary delivery optimization technology serves a thriving $105B+ U.S. restaurant market, enabling businesses to take full control of their digital and delivery operations.Our dynamic team is characterized by rapid execution, attention to detail, proactive communication, and unwavering support for one another. We are passionate about delivering exceptional value to our customers, striving for continuous improvement, and making data-driven decisions. When challenges arise, we tackle them as a united front.The OpportunityWe are seeking a Head of Customer Success & Onboarding to enhance and scale our established processes, driving customer satisfaction to new heights. This pivotal role involves not only managing strategic accounts and complex onboarding processes but also refining team operations to improve predictability, communication, and overall customer experience. Your leadership will empower the team to execute with clarity, ensuring that every customer feels fully supported and that their journey with Sauce is seamless.Success in this role translates to more efficient go-lives, improved adoption rates, clear expectations, and a loyal customer base that views Sauce as an essential partner in their success.

About EliseAIAt EliseAI, we are dedicated to transforming the essential sectors of housing and healthcare. We believe that everyone deserves not only a place to call home but also access to reliable healthcare. Unfortunately, achieving these necessities can often be a challenge.By seamlessly integrating AI agents into established workflows, we enhance efficiency, reduce costs, and elevate the overall experience for all stakeholders.Housing: Our solutions simplify the process for renters—from touring apartments and signing leases to submitting maintenance requests and maintaining communication with property teams. We bring all essential home-related needs into one convenient platform.Healthcare: Our platform facilitates easy appointment scheduling and the completion of intake forms, while also enabling effective communication between patients and healthcare providers, allowing everyone to prioritize health over paperwork.EliseAI empowers organizations to diminish manual tasks, enhance accessibility, and provide a streamlined experience across vital services. Recently, we successfully secured a $250 million Series E funding round led by Andreessen Horowitz, propelling our mission forward.About The RoleWe are in search of a compassionate and detail-oriented On-Site Calling Specialist to join our dynamic team. In this pivotal role, you'll develop expertise in one of our key products—whether it's Leasing or Delinquency—and act as a crucial resource for direct communication with on-site teams.Your primary responsibilities will include conducting proactive sentiment calls, engaging with on-site teams, and identifying feedback or potential issues proactively. While our Customer Success Managers concentrate on long-term strategies, your focus will be immediate customer support—addressing initial product issues and offering valuable tips and resources as needed. If a resolution isn't possible during the call, you'll know how to ask the right follow-up questions and route issues to appropriate internal teams, whether they be Support or Customer Success Managers.This position blends product knowledge, customer engagement, and some light Customer Success Associate responsibilities, all while contributing to a first-class experience at scale.Key ResponsibilitiesConduct product-specific sentiment calls to gather feedback and strengthen relationshipsAssist in identifying and addressing customer concerns in real-timeCollaborate with internal teams to ensure seamless issue resolution

Tabs is hiring a Customer Success Manager based in New York City. This position focuses on building strong relationships with clients and ensuring they get the most value from Tabs' solutions. Understanding client needs and guiding them to use services effectively are central to the role. Key responsibilities Develop and maintain relationships with clients to support their objectives Collaborate with teams across the company to deliver a consistent customer experience Promote product adoption and help clients benefit fully from Tabs' offerings Collect and analyze feedback from clients, providing actionable insights to improve products and services Location This role is based in New York City, NY.

Join Dealpath as a Customer Success Manager where you will spearhead the development of a dynamic team of Customer Success Managers, overseeing a portfolio of key customer relationships. Your primary goal will be to enhance customer retention, drive growth, and elevate customer satisfaction through the establishment of scalable processes and success metrics that will enable the Customer Success function to thrive. This role is ideal for a leader with a passion for customer-centricity, product orientation, and a commitment to coaching and mentoring others. You will focus on enhancing team performance and collaborating across departments to deliver exceptional value to our customers.

Join Starbridge as our Vice President of Customer Success, where you will spearhead our customer success initiatives during this exciting growth phase. You will oversee the entire customer journey, leading a dynamic Customer Success team and establishing scalable systems that ensure predictable and measurable adoption of our solutions.Your mission is to elevate Starbridge to a leading position in implementation speed, value realization, and ongoing customer engagement. You will ensure customers swiftly observe measurable outcomes, continuously uncover new value as our platform advances, and receive unwavering support in every growth phase and new use case.Key Responsibilities & ImpactLead the customer lifecycle to guarantee each customer realizes measurable success with Starbridge.Build and nurture the Customer Success organization, guiding and mentoring a high-achieving team of technical Customer Success Managers who deliver premium engagement and technical support.Establish scalable processes for onboarding, training, proactive adoption, and support, ensuring Starbridge’s personalized approach remains intact while accommodating growth.Create frameworks for exemplary implementation, ensuring customers achieve rapid and consistent time-to-value.Develop a scalable support function that guarantees timely, high-quality assistance as we expand.Facilitate ongoing value realization, assisting customers in continually identifying and adopting features that meet their evolving goals.Utilize customer health and success metrics to forecast adoption, identify risks early, and ensure outcomes are measurable and repeatable.Collaborate cross-functionally with Product and Sales to maintain tight feedback loops and ensure customer insights inform roadmap and go-to-market strategies.Act as the executive sponsor for key enterprise relationships, combining technical expertise and business insight in strategic discussions.Implement systems and tools to manage customer data, monitor engagement, and automate essential workflows.Foster a customer community to promote network effects and advocacy within our customer base.

About EliseAIAt EliseAI, we are committed to transforming critical sectors such as housing and healthcare. We understand that securing quality housing and healthcare can be challenging, and we aim to streamline these processes. By integrating advanced AI agents within existing workflows, we enhance efficiency, lower costs, and elevate user experiences for everyone involved.Housing: We revolutionize the way renters interact with their living spaces, simplifying apartment tours, lease signings, maintenance requests, and ongoing communication with property management—all in one accessible platform.Healthcare: Our solutions facilitate appointment scheduling, intake form completion, and seamless communication between patients and healthcare providers, allowing everyone to focus on health rather than administrative tasks.With EliseAI, organizations can minimize manual work, enhance accessibility, and provide a cohesive experience across essential services. Recently, we secured a $250 million Series E funding round led by Andreessen Horowitz, furthering our mission.About The RoleWe are seeking a dynamic Customer Education Specialist to facilitate a smooth onboarding experience for our clients as they embrace our innovative products. In this role, you will collaborate closely with the Director of Customer Success and various teams to design and implement effective onboarding strategies. A combination of customer engagement, content creation, technical acumen, and a proactive stance on gathering and acting on client feedback is essential.Key ResponsibilitiesConduct comprehensive onboarding sessions for both new and existing customers, ensuring they fully understand our products and how to maximize their use.Create and deliver captivating training sessions, both in-person and virtually, tailored to meet the unique needs and preferences of each client.Actively solicit customer feedback during the onboarding process to identify improvement opportunities and devise strategies to address any issues.Serve as a liaison between clients and internal teams, advocating for customer needs and contributing to product enhancements based on user insights.

About UsAt Verve, we have revolutionized the advertising landscape by creating a more efficient and privacy-centric approach to purchasing and monetizing ads. Our innovative ecosystem integrates demand and supply technologies, leveraging data, media, and technology to drive growth and outcomes for advertisers and publishers alike—regardless of the screen or location. With 30 offices worldwide and a commitment to serving visionary advertising clients, Verve is a trusted partner for over 90 of the top 100 U.S. advertisers, 4,000 global publishers, and leading demand-side platforms. Discover more about us at www.verve.com.Your RoleWe are seeking a client-oriented, data-driven professional with extensive knowledge of the programmatic advertising ecosystem. If you excel at transforming complex challenges into practical solutions and are passionate about delivering exceptional client experiences, you will thrive in this role. Familiarity with Demand-Side Platforms (DSPs), mobile programmatic advertising, and campaign analytics is crucial. A proactive and collaborative approach to client relationships and teamwork is essential.

Streamlining Complexity for Enhanced Dental CareAt Videa, we harness the power of artificial intelligence to empower dental professionals in delivering superior care to millions of patients.Oral health is a crucial component of overall wellness, and dentists play a vital role in safeguarding community health. Our technology is designed to enhance care delivery, elevate clinical expertise, and promote proactive oral healthcare as standard practice.With thousands of clinicians relying on Videa daily, your contributions here will have a tangible impact on patient outcomes. If you're driven to create something meaningful, we encourage you to explore further.The OpportunityWe are seeking a dynamic Vice President of Customer Success to join our leadership team at VideaHealth. This role will oversee customer success and account management, focusing on shaping the customer journey, facilitating the adoption of our product suite, and ensuring high levels of customer satisfaction. Collaborating closely with the CEO and CRO, you will lead a dedicated team, striving to ensure successful implementation, adoption, retention, and management of customer accounts.This is not merely a maintenance role; it is a position for a builder. You will collaborate with engineers, clinicians, operators, and AI scientists to tackle real-world challenges faced by dental teams. Your work will help develop a platform that revolutionizes the fragmented tools currently in use.Key Responsibilities:Lead the entire Customer Success lifecycle, encompassing implementation, onboarding, change management, adoption, upselling, renewals, and overall satisfaction for both enterprise and SMB clients.Ensure successful engagement across centralized customer organizations and distributed end-users, fostering strong product adoption and value realization at all levels.Build and nurture a high-performing Customer Success and Account Management team dedicated to delivering exceptional customer experiences and maximizing user satisfaction.Conduct QBRs and other executive engagement strategies to align customer goals and ensure their long-term success across our product offerings.Work closely with the executive team to provide meaningful product feedback, influence product development, and contribute to broader leadership initiatives.Establish and maintain strong relationships with key customers to understand their needs and drive initiatives that enhance their satisfaction.

About the RoleWe are seeking an experienced Manager of Customer Success to lead and expand a team of Customer Success Managers tasked with enhancing long-term customer retention and product adoption within Playground's expanding client base. This pivotal leadership position requires you to oversee the strategic direction, implementation, and daily operations of the Customer Success Management (CSM) team, ensuring that each center within Playground feels valued, realizes tangible benefits, and continues to evolve with us.In this role, you will harmonize strategic initiatives with execution: enhancing scalable processes, cultivating your team's growth, and collaborating cross-departmentally to strengthen customer relationships and mitigate churn. You will significantly influence the customer experience for thousands of centers partnering with Playground, converting satisfied clients into enthusiastic advocates.This position is based in-person at our Union Square office in New York City or our LoDo office in Denver, where you will closely collaborate with Product, Engineering, Sales, and Onboarding teams to provide an exceptional post-launch customer experience as we expand nationwide.Key ResponsibilitiesLead & Cultivate a High-Performing Team: Manage, mentor, and develop a team of Customer Success Managers, nurturing a culture of accountability, inquiry, and customer dedication.Drive Retention & Growth: Enhance net revenue retention and logo retention across the portfolio by coaching CSMs on renewal strategies and commercial dialogues.Strategize & Execute: Collaborate with leadership to define and implement the customer success vision and roadmap, aligning with company objectives surrounding retention, adoption, and customer lifetime value.Enhance the Customer Journey: Develop and optimize post-onboarding workflows, health scoring systems, and engagement rhythms to elevate consistency and proactive outreach as Playground grows.Coach & Empower: Provide ongoing feedback, training, and performance assessments to ensure every CSM delivers a remarkable, consultative customer experience.Evaluate Success: Monitor essential customer success KPIs—net revenue retention, NPS, health scores, feature adoption, time-to-value—and leverage data to inform decisions and enhancements.Advocate for the Customer: Represent the voice of the customer in leadership discussions, championing their needs and ensuring Playground’s post-launch experience aligns with our mission and values.Qualifications3 to 5+ years of experience in Customer Success or related fields.Proven leadership experience managing a team.Exceptional communication and interpersonal skills.Strong analytical skills with a data-driven approach.Experience with CRM tools and customer success platforms.