Senior Customer Success Manager

Within•New York, NY

7d•$160,000 - $210,000

About The Position

Within is a Series B company that builds AI agents to discover how work happens across teams and applications, structure it into a living Context Graph, and improve it continuously. The Senior Customer Success Manager owns a $7M–$15M portfolio of enterprise AI accounts, guiding customers from signed contract through implementation and ongoing adoption to measurable value. The role owns renewals, expansion, and customer relationships, and partners with Sales, Forward Deployed Engineering, and technical implementation staff to deliver outcomes and grow accounts. The position combines commercial account ownership, technical fluency, implementation and change-management expertise, and executive communication. Success is measured through portfolio NRR and GRR, time-to-value and onboarding SLA attainment, expansion pipeline and win rate, account health and adoption, on-time renewals, and forecast accuracy. The role also contributes field learnings to improve Within’s onboarding, enablement, and product playbooks.

Requirements

5–7 years of relevant experience.
Experience managing an enterprise portfolio at a B2B SaaS product company; ideally $7M–$15M in ARR under management.
Experience owning renewals, expansion, and executive relationships, not only delivery or support.
Experience shipping or supporting live AI or agentic deployments, with understanding of model behavior, prompt and configuration tuning, data integration constraints, and change management.
Technical fluency with APIs, integrations, and data structures sufficient to translate between customer technical teams and product or engineering teams.
Ability to structure customer problems and apply an appropriate level of process rigor.
Executive presence and ability to lead QBRs and executive readouts as well as working sessions with administrator-level users.
Analytical skills, including using usage data and adoption metrics to identify root causes and communicate findings at executive level.
Outcome-oriented, resourceful approach to resolving stalled accounts.
Commercial mindset, including NRR, expansion pipeline, and renewal risk.
Clear communication across technical and executive audiences.
Comfort working in ambiguity, scoping problems, building plans, and acting without complete information.

Nice To Haves

Prior experience as a Forward Deployed Engineer.
Solutions Engineering experience.
Applied AI experience.
Six Sigma training.
Formal change-management training.

Responsibilities

Own the health of a $7M–$15M portfolio of enterprise accounts from kickoff through steady state, including renewals, expansion, and day-to-day customer relationships.
Lead structured onboarding and implementation sprints to deliver customers’ first AI-driven outcome quickly.
Partner with Forward Deployed Engineers and technical implementation staff to scope technical builds, translate customer requirements, and identify delivery drift before it creates renewal risk.
Work with Sales on the commercial cycle, sharing expansion and upsell opportunities and jointly owning the portfolio number.
Lead executive-facing QBRs, value readouts, and adoption reviews to maintain sponsor support and expand the buying committee.
Identify unaddressed customer problems during engagements and scope potential follow-on solutions for Sales.
Share field learnings to improve onboarding, enablement, and product processes.