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About the Role

As our first dedicated Customer Success Manager, you'll own account management and customer success playbooks across our product lines. You'll work with the executive team and AEs to establish effective onboarding playbooks for all customer types, while ensuring all existing B2B accounts are well-serviced. You'll be crucial in helping us build strong, lasting customer relationships and drive retention and expansion.

Responsibilities

Establish and execute customer success and account management playbooks
Ensure high customer retention and satisfaction by delivering exceptional onboarding, support, and proactive account management
Develop and execute strategies that drive product adoption and maximize customer value
Monitor customer health metrics, track KPIs, and identify at-risk accounts for retention efforts
Identify upselling and cross-selling opportunities to expand customer use of products
Gather customer feedback and communicate product improvement suggestions to the development team
Advocate for the customer within the organization to ensure their needs are prioritized
Execute and optimize customer support processes for our individual customers
Onboard customers and guide them through setup, implementation, training, and initial usage
Conduct regular check-ins and business reviews with customers to assess progress, gather feedback, and discuss goals
Handle vendor questionnaires and compliance requirements
Promote swift adoption timelines and track feature usage to ensure customers achieve their goals
Deliver customized reports and insights demonstrating the impact of our solutions
Lead customer training sessions and demonstrations to enhance product knowledge
Manage customer support tickets and resolve problems quickly and effectively
Identify and support at-risk accounts to improve overall retention and NRR
Work with AEs to identify expansion opportunities and support contract renewals
Develop customer success playbooks and resources
Serve as the liaison between customers and internal teams (product, sales, support)
Support ongoing admin and logistics work for each account

Requirements

Completed at least a Bachelors Degree
2+ years of experience in customer success, account management, or customer-facing roles
Experience managing customer onboarding, retention, and expansion
Strong interpersonal and communication skills with ability to build and maintain long-term relationships
Excellent problem-solving abilities with a customer-focused, proactive mindset
Strong organizational and time management skills
NYC-based and available for in-person work
Self-managing, intrinsically motivated, and bias toward action
Experience working at fast-growing software startups
Technical aptitude for API and technical enterprise deal support
Familiarity with CRM tools (HubSpot) and customer success platforms
Experience with customer success best practices and frameworks
Ability to manage complex, enterprise-level accounts
Data analytics and reporting skills
Intrinsically motivated and biased toward action
Takes ownership and solves problems cleverly and independently
Ambitious, organized, and can juggle multiple priorities seamlessly
Operates with an inbox zero mentality
Commands presence on calls and video
Likeable and makes a great first impression
Maintains a genuine positive and resilient attitude when things get tough

Skills

Customer Success
Account Management
Customer-facing roles
Customer onboarding
Customer retention
Customer expansion
Interpersonal skills
Communication skills
Relationship building
Problem-solving
Customer-focused mindset
Proactive mindset
Organizational skills
Time management
API technical support
Enterprise deal support
CRM tools (HubSpot)
Customer success platforms
Customer success best practices
Customer success frameworks
Complex account management
Data analytics
Reporting

Location

NYC-based

Work Type

In-person

Experience Level

2+ years of experience

Education Level

Bachelors Degree

Salary/Compensations

$120,000-$160,000 OTE

Benefits

Meaningful equity compensation in the form of stock options
Health, dental, and vision insurance
401k with 4% employer match
20 days of PTO
Company holidays
Choose your own holiday policy

About the Company

Pangram Labs is a seed-stage AI research lab building state of the art detection products for text and image.
We believe that transparency around authenticity and authorship is important, and that this is a pressing and growing issue in the era of AI proliferation.
We're building a growing team focused on solving critical detection challenges for enterprise customers across sectors.