Customer Success Manager

Dashlane•New York, NY

15d•$117,300 - $126,000•Hybrid

About The Position

As a Customer Success Manager, you will own the full lifecycle of a portfolio of mid-market accounts, guiding customers from onboarding through product adoption, renewal, and upsell. You will act as a strategic advisor, helping customers realize maximum value from Dashlane’s core products, particularly the Omnix Platform, while supporting retention and expansion. You will develop tiered account strategies, provide consultative executive business reviews for high-growth accounts, and use automation for scaled customer touchpoints. The role also involves improving internal operations through strategic account planning, AI-driven workflows, and process automation, including improving portfolio analysis and risk detection. You will partner with Sales, Product, and Support to represent customer needs and resolve complex escalations. This position is based in Dashlane’s New York City office on a hybrid schedule, with in-office work on Mondays, Tuesdays, and Thursdays.

Requirements

At least 3 years of Customer Success or Account Management experience in a fast-paced B2B SaaS environment.
Proven experience managing accounts across the full customer lifecycle, from onboarding to renewals.
Experience using product analytics, health metrics, or CRM platforms to assess account health, forecast risk, and plan account strategy.
Comfort using generative AI tools such as ChatGPT or Gemini to streamline workflows, draft communications, and synthesize portfolio data.

Nice To Haves

Prior experience in Cybersecurity, Identity and Access Management (IAM), or security-focused SaaS platforms.
A builder mindset, with a drive to optimize processes, create playbooks from scratch, and scale operational efficiency.
High learning agility and intellectual curiosity, with an eagerness to learn nuanced technical products and complex customer operating models.

Responsibilities

Own the complete customer journey for a portfolio of mid-market accounts, from initial onboarding through long-term partnership.
Lead consultative renewals and drive account expansion by identifying commercial opportunities and protecting retention.
Accelerate user adoption and engagement across core products, particularly Omnix, to ensure customers realize ongoing strategic value.
Design and execute tiered account strategies, including consultative executive business reviews for high-growth accounts and automated scaled touchpoints.
Lead operational initiatives and use AI workflows to streamline portfolio analysis, improve risk detection, and elevate team-wide execution.
Partner with Sales, Product, and Support to champion the voice of the customer and resolve complex escalations.

Benefits

Equal parental leave, regardless of gender, with up to 20 weeks of fully paid leave within the first year of birth or adoption.
Mental health services through Spring Health and well-being days.
Mentorship program with the option to select a mentor from the internal pool.
Comprehensive health coverage, including dependents.
Unlimited PTO.
Betterment 401(k) retirement plan.
Paid holidays and sick leave.
Donation matching up to $500 per year.
Weekly lunch in the office and monthly happy hour.
Team buildings and seasonal social events.