Customer Success Manager
Mid-level Customer Success role at Gamma. New York · full-time · $125,000–$235,000 base.
Growth Roles summary, based on the employer's posting.
What you'll do
- Track account health and protect gross and net dollar retention across your portfolio
- Lead onboarding and training that drive deployment, adoption, internal champions, and expansion
- Create customer playbooks and scaled programs for a growing account base
- Run executive business reviews, manage stakeholders, and show measurable workflow impact
- Work with Sales and route customer feedback to Product and Design
What you bring
- At least five years in B2B SaaS customer success, account management, or a comparable client-facing role
- A record of achieving retention and expansion targets, ideally in a startup or PLG environment
- Experience balancing strategic, high-touch accounts with programs that serve customers at scale
- Comfort with customer health data, APIs, SSO, AI tools, executive communication, and hands-on training
Who this fits
You’ll fit this role if you can move between enterprise relationships, scaled programs, and an evolving startup environment. You’ll work with an East Coast portfolio and help establish Gamma’s New York presence as an early local team member. The company expects people in the New York or San Francisco office four to five days per week, with work-from-home flexibility when focused work is needed.
From the employer
About the role
You'll transform grassroots product love into thriving team and enterprise accounts. Gamma's B2B motion is growing fast, and this role owns the full customer lifecycle for a dynamic portfolio on the East Coast, from fast-growing startups to large enterprises. Your job is to ensure every account realizes the full value of AI-powered content creation and becomes a long-term advocate for the platform.
You'll own customer health, gross retention, and net dollar retention. That means designing onboarding and training programs that create Gamma champions, navigating complex stakeholder relationships, running executive business reviews that quantify impact, and partnering with Sales to convert high-potential accounts. You'll also build the playbooks and scaled programs that let Customer Success keep pace with Gamma's growth, and experiment with AI-powered workflows that make the function itself more efficient. As one of Gamma's early team members in New York, you'll help establish the culture and pace of our East Coast presence.
Our team has a strong in-office culture and works in person 4–5 days per week in New York and San Francisco. We love working together to stay creative and connected, with flexibility to work from home when focus matters most.
What you'll do
Own customer health, gross retention, and net dollar retention across your portfolio, with a focus on preventing churn before it happens
Design and lead onboarding and training programs for new accounts, ensuring successful deployment, deep product adoption, and internal champions who drive expansion
Build playbooks for common customer journeys and develop one-to-many programs that efficiently serve a growing customer base
Navigate complex stakeholder relationships and conduct executive business reviews that quantify Gamma's impact on customer workflows
Partner with Sales to identify and convert high-potential accounts, maintaining ownership of the customer relationship post-sale
Channel customer feedback to Product and Design on features and use cases that unlock enterprise value
What you'll bring
5+ years of B2B SaaS experience in Customer Success, Account Management, or a similar customer-facing role, with a strong track record of meeting or exceeding retention and expansion goals
Startup experience, preferably at PLG companies managing the transition from self-serve to sales-assisted motion
Proven ability to manage both high-touch strategic accounts and scaled customer programs, with the resourcefulness to navigate ambiguity in a high-growth environment
Data-driven approach to customer health, with comfort discussing technical concepts like APIs and SSO with stakeholders
Active AI user who experiments with new tools and can articulate AI best practices to customers, with the range to context-switch between executive communications and hands-on user training
SQL knowledge or familiarity with data analysis, a background in design software, or experience building CS operations from scratch (Nice to have)
Compensation range:
The on-target earnings for this full-time position, which spans multiple internal levels depending on qualifications, ranges between $125K - $235K plus benefits & equity.
Final offer amounts are determined by multiple factors, including but not limited to experience and expertise in the requirements listed above.
If you're interested in this role but you don't meet every requirement, we encourage you to apply anyway! We're always excited about meeting great people.
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