Customer Success Manager

About Suzy

Suzy is the leading real-time market research and insights platform, unifying primary research, customer data, and third-party data into a single intelligence layer that helps enterprises make faster, smarter decisions.

As we enter our next phase — centered on AI-powered SaaS innovation — we are building a scalable, automation-enabled Client Success engine designed to drive measurable customer outcomes and durable revenue growth.

The Role

We are hiring a commercially driven Client Success Manager to own onboarding, adoption, and first-term renewals within the Net New Commercial segment.

Each CSM will manage approximately $5M in ARR in the new Suzy era, supported by automation workflows and scaled success processes. This role is directly accountable for driving time-to-value, retention, and expansion readiness across your portfolio.

This is a revenue-impacting position with clear performance expectations.

What You’ll Do

• Lead high-impact onboarding to ensure rapid activation and early business wins

• Drive adoption of Suzy’s AI-powered SaaS platform and embed it into customer workflows

• Own customer outcomes and retention across a ~$5M book of business

• Develop success plans aligned to executive KPIs and business objectives

• Proactively identify churn risk and implement mitigation strategies

• Own and close first-term renewals, partnering with Sales as appropriate

• Surface and qualify expansion opportunities for the Commercial team

• Deliver executive-level business reviews demonstrating measurable ROI

• Leverage CSM automation workflows and scalable processes to efficiently manage and grow your portfolio

• Partner cross-functionally with Sales, Product, and Support to optimize the customer lifecycle

What Success Looks Like

• Strong onboarding velocity and early product adoption

• High first-term renewal rates across net new accounts

• Clear documentation of customer ROI and business impact

• Expansion pipeline generated from well-managed accounts

• Effective portfolio management at scale using automation and data

Preferred Qualifications

• 3–5+ years of SaaS or AI Client Success experience (required)

• Proven track record owning and renewing multi-million dollar ARR portfolios

• Demonstrated success driving retention, expansion readiness, and revenue outcomes

• Experience managing enterprise and/or mid-market accounts

• Ability to translate AI and data platform capabilities into measurable business impact

• Executive-level communication and presentation skills

• Strong operational discipline within structured lifecycle and automation-driven environments

• High ownership mindset; comfortable in performance-driven roles with clear metrics

Success Indicators

• Strategic & Analytical: Understand customers’ business models, KPIs, industry dynamics, and risk drivers. Turn insights into action plans that drive measurable outcomes.

• Commercially Accountable: Own retention and renewal targets. Identify expansion signals early and position accounts for growth.

• Trusted Advisor: Build multi-threaded executive relationships. Operate as a business partner, not a vendor.

• Executive Communicator: Clearly articulate ROI, deliver data-driven business reviews, and influence decision-makers at all levels.

• Proactive & Consultative: Anticipate risk, remove friction, and guide customers through complex decisions before issues escalate.

• Resilient & Results-Driven: Maintain urgency and focus across long sales cycles. Deliver outcomes without excuses.

• Operationally Excellent: Manage complex, multi-stakeholder portfolios with rigorous CRM hygiene, forecasting accuracy, and follow-through.

• Skilled Negotiator: Confidently lead renewal and commercial conversations, aligning customer objectives with Suzy’s value.

• Collaborative & Adaptable: Partner cross-functionally to accelerate customer outcomes. Thrive in a scaling, evolving SaaS environment.

• Value-First (“No Push Sell”) Operator: Drive growth through insight, trust, and business impact — not pressure tactics.

Benefits

• We take care of our employees and their families. We have generous health dental and vision benefits, and our 401K plan vests immediately

• A friendly, fun, and collaborative work environment that allows for frequent exposure to executives

• The opportunity to make an immediate impact as a part of a fast-growing company

• The target base compensation for this role is $95,000 - $110,000.

Suzy is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to ensure all people feel supported and connected at work.

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