Customer Success Manager
At a glance
Mid-level Customer Success role at Cents. New York · full-time · $90,000–$100,000 base.
Growth Roles summary, based on the employer's posting.
What you'll do
- Guide customers from the sales handoff through onboarding and ongoing account success
- Check in with laundromat operators, reinforcing product education throughout their customer lifecycle
- Grow revenue across your accounts by introducing new features and value propositions
- Maintain an opportunity pipeline while pursuing upsells, cross-sells, expansions, and retention
- Bring customer feedback into product discussions and represent client needs during scope sessions
What you bring
- At least six months to one year in inside sales or account management
- Confidence presenting remotely through Zoom and resolving related technical issues
- Strong organization, attention to detail, and task-focused execution
- Clear written and spoken communication with a self-starting, collaborative approach
Who this fits
This role suits a tech-savvy, relationship-focused account manager who can educate customers, pursue expansion conversations, and handle difficult discussions. You’ll work with Cents users across the United States in a New York hybrid role. The position fits someone comfortable with frequent change and a fast-paced environment.
From the employer
About the Role
You should have a true entrepreneurial spirit, be open to frequent change, and have a passion for helping small business owners grow. As a start-up, you’ll play a key role in managing account relationships and building revenue through different features and aspects. Our company is revolutionizing how laundromat owners use the software and your goal should be to help guide them through their lifecycle with Cents.
As an Account Manager, you will be part of the customer success team for Cents users located across the U.S. Your job is to successfully ensure all of your accounts are transacting via the Cents POS platform and encourage laundromat owners on how they can leverage the platform to increase their revenue and streamline operations. You will have the tools, support, and resources to do whatever is necessary to place more orders through the Cents platform. You may also have the opportunity to work directly with other teams and features Cents offers in regard to hardware and product.
The ideal candidate has prior experience managing accounts in SaaS solutions and the confidence to have customer conversations related to upselling, cross-sell, or expanding. Additionally, you are tech-savvy and self-sufficient with a motivated and positive attitude. You must be relationship-oriented, collaborative, and yearning to constantly improve. You need to be comfortable educating clients on the value and benefits of our software and hardware tools while handling the occasional uncomfortable conversation.
Key Responsibilities
- Be a key player in the handoff from sales to onboarding as a customer’s champion
- Conduct lifecycle check-ins with operators and ensure the continued education of the product is completed
- Build revenue throughout your book of business through the implementation of new features and value propositions
- Build and maintain an opportunity pipeline. Upsell, cross-sell, expand, and retain as opportunities present themselves
- Funnel feedback from clients to the product team, and represent the voice of our clients during any product scope sessions
- Ad Hoc responsibilities as required
Requirements
- B.A, B.S. or equivalent degree preferred, but not required
- At least 6 months to 1 year of inside sales or account management experience
- Experience in SaaS is preferred, but not required
- Tech-savviness with an ability to conduct presentations virtually using Zoom and troubleshoot any complications that arise as a result
- Organizational skills, detail, and task-oriented
- Excellent written and verbal communication skills
- Self-starter & Team player mindset
- Ability to work effectively in a fast-paced environment
About Cents
Cents is a New York-based technology company building the leading platform for the $40+ billion laundry and dry cleaning industry, helping laundromats, dry cleaners, and garment care businesses start, manage, and grow. We're backed by top-tier investors including Bessemer, Camber Creek, and Sumeru Equity Partners, and we were just ranked No. 101 on the Inc 5000 for 2026. Our team is full of passionate technology experts obsessed with supporting and empowering small business owners, and we're just getting started. If you want to help elevate an entire industry, this is where that happens.
Benefits Overview
We offer great compensation packages, and comprehensive health benefits, & believe in a strong cohesive team atmosphere. Our laundry stipend, gym stipend and access to learning opportunities from our team and network of advisors, and investors are just the starting point!
- Equity Options
- Unlimited PTO and 12 Paid Holidays
- Gym, Laundry and Work-from-home/Commuter stipend
- Parental leave – Up to 14 weeks fully paid for new parents
- Health benefits, including medical, dental, vision, mental health support, parental leave, life and AD&D insurance, and disability
- 401(k)
Cents is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity or expression, national origin, ancestry, age, disability, medical condition, genetic information, marital or familial status, pregnancy or pregnancy-related conditions, military or veteran status, citizenship or immigration status, arrest or conviction record, domestic violence victim status, or any other characteristic protected by applicable federal, state, or local law.
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