Our mission is to help customers grow valuable media brands with their content. Join our diverse group of focused, hardworking professionals who are passionate about doing work that’s challenging and fun — and who strive to maintain a healthy work/life balance.
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.
- Must be able to travel up to 4 days a month.
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
Skills Required
- 10+ years of experience in customer success, account management, or post-sales roles
- Demonstrated success managing customer success functions for a B2B SaaS company
- Deep understanding of SaaS business models and customer lifecycle
- Strong cross-cultural communication skills
- Fluency in English; additional languages (especially German) a plus
- Experience working across US, Europe, and APAC
- Familiarity with customer success platforms and data analysis tools
What We Do
Improve audience engagement, inform editorial decisions, and increase readership. Chartbeat delivers real-time analytics, content intelligence, and transformative newsroom tools for digital media and publishing companies around the world. We believe that today’s content creators need mission-critical insights – in real time and across desktop, social, and mobile platforms – to build a loyal audience. That’s why our software goes beyond clicks and pageviews so content creators can understand what, within their content, is keeping people engaged. Partnering with over 60,000 media brands across 60+ countries, Chartbeat’s tools help the world’s leading media companies understand, measure, and build business value from the attention earned by their content. We're constantly on the lookout for talented and energetic folks to join our Chartteam in our growing-every-second Manhattan office.
