Customer Success Manager

Baselayer•New York, NY

17d•$120,000 - $150,000•Hybrid

About The Position

We are looking for a Customer Success Manager to own the customer experience end-to-end, from onboarding and implementation through ongoing support, adoption, and value realization. You will be the first to spot friction, the first to unblock customers, and a key driver of customer retention and satisfaction. This role is highly cross-functional and requires strong operational discipline, excellent communication, and comfort navigating technical topics. You will work closely with Product, Engineering, Sales, and Solutions to ensure customers are successful and that feedback loops from the field translate into real product and process improvements. A key part of this role is understanding Baselayer’s API and being able to help customers directly with implementation questions, troubleshooting, and best practices.

Requirements

2 to 5 years of experience in customer success, customer support, technical delivery, implementation, or a similar role in SaaS or fintech
Strong organizational skills and comfort managing multiple accounts, timelines, and workstreams simultaneously
Excellent communication skills with a high standard for responsiveness and clarity
Working knowledge of APIs and comfort supporting customers with implementation and troubleshooting
Comfort partnering with Product and Engineering teams to resolve issues and improve the product
Ability to build trust quickly and establish lasting relationships across multiple levels of a customer organization
High ownership mindset with consistent follow-through and attention to detail
Comfort operating in a fast-paced, high-stakes environment

Nice To Haves

Strong instincts for identifying friction early and proactively improving the customer experience
Highly feedback-oriented with a desire for continuous improvement
Motivated by ownership and excited to build from 0 to 100
Able to balance urgency with precision, and customer empathy with operational rigor

Responsibilities

Serve as the first line of defense for customer issues by triaging, responding, resolving, and following up with urgency and clarity
Run onboarding and implementation sessions that are structured, confident, and set customers up for success
Help customers directly with API-related questions, implementation guidance, and light troubleshooting
Proactively manage implementation timelines, identify risks early, and coordinate across customer teams and internal stakeholders to drive completion
Develop a strong understanding of customer workflows, goals, and success criteria to guide adoption and ongoing usage
Escalate product bugs or gaps to the appropriate internal teams and close the loop with customers
Track recurring customer pain points and advocate for fixes, prioritization, and product improvements
Create and maintain customer-facing documentation, support content, and internal playbooks that scale
Partner with Sales and Solutions to ensure seamless handoffs, clear ownership, and strong post-sale execution
Maintain rigorous, up-to-date tracking in HubSpot for customer status, issues, timelines, key contacts, and next steps
Continuously improve the customer support experience by building repeatable processes and raising the bar on responsiveness