Customer Success Manager

About the Role

The Customer Success Manager, FatTail, is responsible for ensuring high levels of customer satisfaction, retention, and commercial expansion across the North America FatTail customer base. The role requires close collaboration with Sales, Product, Marketing, Professional Services and Support to drive customer outcomes, long-term account value, and successful revenue retention. This role will ideally be located in the New York City metro area and will include significant domestic travel. 

Key Responsibilities

• Drive customer satisfaction to ensure customers further invest in the FatTail product and the Chartbeat Inc. platform


• Own, negotiate, and close renewals and customer expansions


• Achieve 100%+ net revenue retention (NRR)


• Act as the voice of customers internally, sharing insights to influence product, support, and operational improvements


• Build strong executive relationships with key customers to drive loyalty and advocacy


• Analyze performance data to identify trends, forecast risks, and design data-informed interventions


• Support revenue goals through proactive engagement and account expansion strategies


• Work within the Customer Success organization to continuously improve customer success processes and tools across regions for scalability and efficiency - including leading-edge use of AI tools and workflows

Qualifications

• 10+ years of experience in customer success, account management, or post-sales roles


• Demonstrated success managing customer success functions for a B2B SaaS company in global markets


• Deep understanding of SaaS business models, customer lifecycle, and subscription metrics (e.g., NRR, churn, CSAT, NPS)


• Strong executive communication skills


• Familiarity with customer success platforms (e.g., Hubspot and Salesforce), and data analysis tools.

Benefits

• Comprehensive Health, Dental, and Vision Insurance


• 401K with company match (100% of the first 3% and 50% of the next 2%)                    


• Fully Paid Parental Leave - 18 weeks for birthing parents, 12 weeks for non-birthing parents


• Phone and internet stipend


• Wellness, learning, and coworking reimbursements


• Flexible work hours


• Unlimited PTO


• 11 paid holidays and December holiday closure


• Annual In-Person Event


• The compensation range for this position is $100,000-$125,000 base plus a variable component