Senior Customer Success Manager

Copia Automation•New York, NY

2d•$140,000 - $160,000•Hybrid

About The Position

Youâre a strategic, customer-facing leader who thrives in complex, technical environments and enjoys building long-term partnerships with enterprise customers. Youâre comfortable learning new technologies quickly and can confidently navigate conversations with engineers, operators, and executives alike. You enjoy owning outcomes. You like having full responsibility for your book of business and take pride in helping customers achieve real operational and business impact from the products they adopt. Youâre equally comfortable discussing high-level strategy with leadership as you are digging into technical workflows with engineering teams. You thrive in fast-moving environments where priorities evolve and autonomy is expected. You can ramp quickly, manage multiple complex customer relationships, and keep momentum moving forward even when things get ambiguous. At Copia, youâll work with some of the most advanced industrial and engineering organizations in the world. Youâll help them adopt modern tools that improve how engineering teams collaborate, manage code, and operate critical infrastructure. Copia is growing quickly, and this role is ideal for someone who is excited about being part of a fast-paced startup where strong performers have meaningful opportunities for growth and leadership. This role is hybrid in-office out of our NYC HQ, with occasional travel to customer sites and industry events. In-office expectations are 2-3 days/week, 10 days/month.

Requirements

7â10 years of experience in Customer Success, Account Management, Consulting, or another customer-facing role
Experience managing enterprise or highly strategic customer relationships
Ability to quickly learn complex technical products and workflows
Strong executive presence and confidence leading discussions with senior stakeholders and technically strong personalities
Excellent communication and relationship-building skills
Strong organizational skills with the ability to manage multiple customers and priorities simultaneously
Comfort operating independently and taking ownership in a fast-paced startup environment
Experience collaborating cross-functionally with Sales, Product, Engineering, and Support teams
Ability to travel occasionally for customer meetings and industry events

Nice To Haves

Experience working with industrial automation environments or engineering-heavy organizations
Familiarity with PLC systems, manufacturing technology, or hardware engineering workflows
Experience working in high-growth startup environments
Background supporting technical product adoption or complex software deployments
Familiarity with Hubspot CRM
Familiarity with Git or modern engineering collaboration tools

Responsibilities

Own and manage a portfolio of strategic enterprise customer relationships from onboarding through renewal and expansion
Act as a trusted advisor to customers, helping them achieve measurable business outcomes from Copia
Develop and maintain strong relationships with engineering teams, operational leaders, and executive stakeholders
Lead regular customer engagements including onboarding sessions, strategic planning discussions, and business reviews
Identify adoption risks early and drive proactive solutions to ensure long-term success and retention
Partner with Sales on renewal and expansion opportunities while ensuring a smooth and predictable customer lifecycle
Work closely with Product, Engineering, Support, and Marketing to resolve issues and improve the overall customer experience
Translate complex customer needs into clear internal feedback that helps inform product direction
Guide customers toward Copia best practices and help them maximize the value of the platform
Represent the voice of the customer internally and advocate for improvements that support long-term customer success
Help shape Customer Success processes and contribute to building a scalable CS organization as Copia grows