Customer Success Manager

Listen Labs • San Francisco, CA

2d • Onsite

About The Position

We're hiring a Customer Success Manager to help companies make full use of our AI-powered research platform. If you love building relationships, driving adoption, and helping customers achieve their goals, let’s talk. Listen Labs is the world's fastest AI research platform, built so every company can understand what their customers want, why, and what to do about it. Our AI conducts in-depth interviews, analyzes conversations, and delivers executive-ready insights in hours, not weeks. Born out of a Harvard research project, Listen is trusted by teams at leading brands like Google, Microsoft, Anthropic, Perplexity, Sweetgreen, Replit, and Nestlé to bring real customer voices into their biggest product, marketing, and growth decisions.

Requirements

• 4-8 years of professional experience, ideally in Customer Success, Account Management, or a similar customer-facing role at a SaaS company.
• Proven track record of managing customer relationships, driving product adoption, and retaining and growing accounts.
• Strong relationship-building, communication, and organizational skills.
• Comfortable working with multiple stakeholders and building relationships across functions and levels of seniority.
• Self-starter comfortable with ambiguity and fast-paced environments.
• Ability to work in our NYC office 5 days/week.

Nice To Haves

• Experience with research, insights, or AI products is a plus.

Responsibilities

• Own a book of business and the customer journey post-sale, driving onboarding, adoption, retention, and growth.
• Serve as the primary day-to-day contact for key accounts, building trusted relationships with customers and stakeholders.
• Develop strong relationships with customers to understand their goals, measure success, and ensure they’re getting maximum value from Listen.
• Partner with sales to identify expansion and renewal opportunities and help grow strategic accounts.
• Monitor customer health, proactively identify risks, and develop plans to improve adoption and retention.
• Provide proactive guidance and support, including business reviews and recommendations to maximize customer value.
• Collect customer feedback and collaborate closely with product and engineering teams to shape our roadmap.
• Develop and refine customer success playbooks, processes, and best practices as we scale.

Benefits

• Full medical, dental, and vision.
• FSA/HSA and life insurance are available.
• Competitive compensation with meaningful equity ownership.
• Annual Learning Stipend: Books, courses, conferences, coaching, language lessons — almost anything that makes you sharper.
• Annual Wellness Stipend for your health and headspace: Gym memberships, race fees, massages, ergonomic gear, and more.
• Monthly Stipend for AI tools: A dedicated budget for the software and GPU credits that make you faster.
• Daily meal credit for NYC team.
• Flexible time off: A take-what-you-need vacation policy.
• Company offsites and events.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed