Customer Success Manager

Axomic • New York, NY

13d • Remote

About The Position

OpenAsset is growing its Customer Success Team and we are looking for an experienced Customer Success Manager (CSM) to join us! You’ll work closely with our rapidly growing client base, specifically focused on early lifecycle accounts who require 1:1, high touch support through the Onboarding and Adoption process in Year 1 of their client journey. As a CSM at OpenAsset, you will guide clients through the earliest and most critical stages of their lifecycle. You will lead onboarding enablement, accelerate Time to Value (TTV), and establish a strong foundation for long-term adoption and retention. Working closely with Solution Architects (SAs) who own technical discovery, migrations, and integrations, you will ensure clients feel supported, prepared, and confident from the moment their journey begins.

Requirements

• 4+ years in a client-facing role managing multiple complex accounts
• 2+ years as a CSM managing the full client lifecycle in B2B SaaS with a technical product
• Proactive mindset with excellent organizational and time management skills
• Ability to think critically and problem solve in fast changing environments
• Experience building relationships and communicating with C-level and executive stakeholders through Executive or Quarterly Business Review Meetings
• Willing and able to travel when required and lead on-site client meetings

Responsibilities

• Serve as the primary strategic contact for new clients beginning at kickoff and continuing through onboarding and early adoption.
• Drive a fast and predictable TTV by establishing clear onboarding goals, milestones, and timelines.
• Prepare clients for each onboarding stage by setting expectations, driving accountability, and ensuring readiness for data work, configuration steps, and training.
• Lead training, change management, and best-practice guidance to support strong early adoption.
• Create and manage onboarding success plans and supporting documentation focused on enablement, outcomes, and adoption (technical project plans remain owned by SAs).
• Facilitate regular onboarding check-ins, track progress, manage risk, and maintain communication with all stakeholders.
• Build strong relationships with client project managers, champions, and executive sponsors to ensure clarity and alignment throughout onboarding and beyond.
• Provide clients with product guidance, workflow recommendations, and industry best practices tailored to AEC use cases.
• Help clients understand the value and use cases of key modules, features, and integrations to drive early wins.
• Work alongside SAs who own technical discovery, migrations, integration setup, and configuration tasks.
• Collaborate on onboarding calls to ensure clients receive a seamless blend of technical execution (SA-led) and enablement/adoption guidance (CSM-led).
• Coordinate with SEs and SAs to resolve issues quickly and keep onboarding timelines on track.
• Manage client expectations through transparent communication, progress reporting, and proactive stakeholder management.
• Facilitate structured onboarding project meetings and ensure clients always know what’s happening next.
• After onboarding and TTV milestones are achieved, transition clients into long-term lifecycle rhythms while remaining their dedicated CSM.
• Monitor early health indicators and address risks before they impact adoption or satisfaction.
• Partner with Account Managers (AMs) to surface and nurture expansion opportunities once the client has achieved early value.
• Partner with Product, Engineering, Marketing, and Revenue teams to advocate for customer needs and contribute to improving onboarding stages, KPIs, tools, and workflows.
• Surface insights from early lifecycle interactions that can drive product improvements or process enhancements.

Benefits

• Competitive salary
• Medical / Dental / Vision coverage - 100% employer-paid for employees, 50% employer-paid for dependents
• 20 days paid time off per year + federal holidays (UK style!)
• 5 paid sick days
• Work from home flexibility
• Commuter benefits
• 401k
• Paid parental leave
• Career growth and development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 51-100 employees