Customer Success Manager

This is a full-time role as Customer Success Manager, located onsite in New York, NY.

You are a proactive, relationship-driven operator ready to own a multi-million-dollar book of business end to end - this includes onboarding, activation, adoption, and retention. Your mission is to be a premium partner from kickoff to renewal: drive measurable value quickly, protect the base with world-class retention across each customer’s compliance stack.

You’ll be the primary post-sale point of contact from day one, guiding client onboardings alongside our FDE/Implementation team, ensuring fast time-to-value, and then multi-threading to executive stakeholders to drive deep platform adoption. This role blends trusted advisor and program manager. You'll work directly with the founders to deliver outstanding outcomes while building the playbooks that let us scale.

Responsibilities

First week

• Ramp on our ICP, value proposition, Hadrius platform, best practices, and roadmap.
• Learn onboarding/implementation flows, CRM hygiene standards, and communication playbooks.
• Shadow kickoffs, QBRs/EBRs, and day to day client calls; document objections and success patterns.
• Begin owning a small set of accounts to establish relationships and success plans.

First month

• Fully own post-sales lifecycle and activation for assigned accounts.
• Build stakeholder maps and executive alignment; set QBR cadences with clear success metrics.
• Create 90-day renewal plans for any relevant accounts, anchored in adoption milestones and demonstrated value.
• Partner with Sales/FDE teams to remove blockers

First 3 months and beyond

• Own and protect a multi-million ARR book with best-in-class gross/net retention.
• Drive strong retention by deepening platform usage and ensuring clients realize full value across their compliance stack.
• Partner with Account Managers to help build qualified expansions across your book of business.
• Instrument account health (usage KPIs, risk flags 120+ days pre-renewal); lead saves on at-risk accounts.
• Close the loop with Product and Engineering on gaps and wins.
• Codify and iterate playbooks for onboarding, activation, adoption, renewals, and executive alignment.

About you

• Customer advocate: you balance long-term value with near-term outcomes for clients.
• Project/program manager: you run complex onboardings and drive adoption to plan.
• Renewals-process fluent: multi-year structures, order forms, and approvals.
• Relationship toolkit: discovery, multi-threading, objection handling, and stakeholder alignment.
• Cross-functional operator: you collaborate tightly with Sales, FDE/Implementation, and Engineering to help clients grow their business with Hadrius.
• Data-driven and disciplined: you use telemetry to prioritize, forecast retention risk accurately, and maintain pristine CRM hygiene.
• Clear communicator: crisp writing, strong executive presence, and meeting facilitation.

Qualifications

• 2+ years in Account Management/Customer Success or other client-facing roles in B2B SaaS, owning client outcomes.
• Proven track record protecting large books through best in class retention.
• Experience partnering with implementation teams to guide clients and drive measurable time-to-value.

• Bonus: compliance/financial services/regtech background; early-stage startup experience.

Benefits

• 401k (100% match up to 6%)
• Healthcare, dental, vision, etc.

• Role fit call with Ben (20 min)
• Onsite with Customer Experience team members (90-120 min)
• Offer