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About the Role
We are hiring a Customer Success Manager to help companies make full use of our AI-powered research platform. This role is ideal for individuals who excel at building relationships, driving adoption, and ensuring customer success.
Responsibilities
- Own a book of business and the customer journey post-sale, driving onboarding, adoption, retention, and growth.
- Serve as the primary day-to-day contact for key accounts, building trusted relationships with customers and stakeholders.
- Develop strong relationships with customers to understand their goals, measure success, and ensure they are getting maximum value from Listen.
- Partner with sales to identify expansion and renewal opportunities and help grow strategic accounts.
- Monitor customer health, proactively identify risks, and develop plans to improve adoption and retention.
- Provide proactive guidance and support, including business reviews and recommendations to maximize customer value.
- Collect customer feedback and collaborate closely with product and engineering teams to shape our roadmap.
- Develop and refine customer success playbooks, processes, and best practices as we scale.
Requirements
- 4-8 years of professional experience, ideally in Customer Success, Account Management, or a similar customer-facing role at a SaaS company.
- Proven track record of managing customer relationships, driving product adoption, and retaining and growing accounts.
- Strong relationship-building, communication, and organizational skills.
- Comfortable working with multiple stakeholders and building relationships across functions and levels of seniority.
- Self-starter comfortable with ambiguity and fast-paced environments.
- Experience with research, insights, or AI products is a plus.
- Ability to work in our NYC office 5 days/week.
Skills
- Relationship-building
- Communication
- Organizational skills
Location
- NYC
Work Type
- Onsite
Experience Level
- 4-8 years
Benefits
- Full medical, dental, and vision coverage
- FSA/HSA and life insurance available
- Competitive compensation with meaningful equity ownership
- Annual Learning Stipend
- Annual Wellness Stipend
- Monthly Stipend for AI tools
- Daily meal credit in NYC office
- Flexible time off
- Company offsites and events
About the Company
- Listen Labs is the world's fastest AI research platform, built so every company can understand what their customers want, why, and what to do about it.
- Our AI conducts in-depth interviews, analyzes conversations, and delivers executive-ready insights in hours, not weeks.
- Born out of a Harvard research project, Listen is trusted by teams at leading brands like Google, Microsoft, Anthropic, Perplexity, Sweetgreen, Replit, and Nestlé.
- Founded by serial entrepreneurs — Alfred (Bemlo, YC W22) and Florian (IOI medalist, ICPC World Finalist) — and built with talent from Google, Meta, Tesla, Amazon, Jane Street, and X, alongside Bain, Goldman Sachs, McKinsey, and Sequoia-backed startups like Applied Intuition, Scale AI, and Rippling.
- Over 30% of our team are former founders, and multiple are competitive programming medalists.
- Since launching, Listen has grown annualized revenue 15x and completed over 2 million interviews — backed by $100M in total funding led by Ribbit Capital, with Sequoia, Conviction, and Pear VC participating.
- Already serving 15% of Fortune 100s.
- Enterprise wins and expansions across Anthropic, Microsoft, Nestlé, Perplexity, Sweetgreen, and more — with teams telling us research that used to take six to eight weeks now happens in days.