Senior Customer Success Manager

Senior Customer Success Manager

Our Client | NYC (Hybrid — 3 days/week, SoHo)

Our client is a fast-growing startup removing barriers to youth mental health care. They're looking for a Senior Customer Success Manager to own and grow a portfolio of 130–150 school partnerships — blending consultative relationship management with a proactive growth mindset to drive student referrals, build playbooks from scratch, and shape how their School Success function operates as they scale into new states.

What You'll Do

• Manage a portfolio of ~150 school partnerships, running ~20 meetings per week with counselors, responding to questions, and proactively identifying students who could benefit from care
• Drive growth through a consultative upsell motion, treating every touchpoint as an opportunity to increase referral volume and deepen engagement
• Analyze data to identify which schools need more attention and run small experiments to drive referrals
• Build and refine the team's playbooks, metrics, and operational processes in a function that's still taking shape
• Collaborate cross-functionally with Ops, Product, Growth, and Clinical teams to resolve issues and improve the partner experience

What We're Looking For

• 5+ years of experience in customer success, account management, or sales, with a growth/upsell component (not purely reactive support)
• Early-stage startup experience — comfortable operating with limited resources and building processes from scratch
• A proven track record managing a large book of business (not enterprise/low-volume accounts) in a B2B2C or B2C motion
• A sales-minded, high-EQ approach — confident making the ask while building deep trust with busy school counselors
• Based in NYC, or willing to relocate; able to work in-office 3 days/week in SoHo