Senior Manager of Account Management/Customer Success

Location: NYC preferred
Reports to: CEO

Brij is a venture-backed, high-growth software startup based in NYC. Our AI-powered platform helps omnichannel consumer brands gain valuable customer data that is currently lost to retailers and marketplaces. We “bridge” online and offline audiences to drive revenue across channels. Our suite of tools—warranty registration, sweepstakes, rebates, and more—empowers brands to connect with consumers wherever they shop.

We work with some of the world's best brands, including Heineken, Feastables, Momofuku, Health-Ade, Skullcandy, and Gozney.

We’re a lean, diverse team with a bias toward action and extreme ownership. Our customer-first mindset drives everything we do, and we’re excited to build the future of omnichannel commerce.

We’re seeking a Director of Account Management & Customer Success to lead Brij’s post-sales organization. This is a highly strategic and cross-functional leadership role, responsible for ensuring our customers achieve measurable success while driving retention and revenue growth. You’ll oversee a team of account managers and customer success professionals, define scalable processes, and build a customer-first culture that fuels Brij’s next phase of growth.

• Lead, coach, hire, and scale a high-performing Account Management and Customer Success team
• Establish best-in-class processes, success frameworks, and metrics to enhance retention, renewals, and upsells
• Partner closely with Sales, Product, and Marketing to deliver seamless customer journeys and experiences.
• Analyze customer data to inform strategy and identify opportunities for improvement.

• Own NRR and team upsell/renewal quotas.
• Implement proactive churn prevention programs and account health monitoring.
• Build value realization frameworks that reinforce ROI across customer portfolios.
• Collaborate with Marketing to develop success stories and value-based proof points.

• Standardize success planning, QBRs, and renewal forecasting processes.
• Design scalable systems for health tracking, renewals, and account prioritization.
• Optimize handoffs across Sales → Implementation → Success for consistency and clarity.

• Recruit and develop top talent with a growth and ownership mindset.
• Build enablement programs and career paths for the Account Management and CS teams.
• Foster a culture of collaboration, accountability, and empathy.

• 6+ years in Account Management, Customer Success, or Sales, including 2+ in leadership.
• Proven success managing renewal and upsell targets in a SaaS or tech company.
• Demonstrated experience reducing churn and increasing expansion through strategy and process.
• Strong cross-functional leadership and analytical skills.
• Proficiency with CRM and CS platforms

• Compensation: Competitive base salary, variable compensation tied to renewals and upsells, equity, and full benefits
• Impact: Play a defining role in building the Mid-Market Account Management function from the ground up
• Growth: Opportunities for leadership and team building as Brij scales
• Flexibility: Remote flexibility with access to our NYC HQ for in-person collaboration
• Culture: A values-driven team that prioritizes speed, customer impact, and ownership