Customer Success Manager

About Suzy

Suzy is the leading real-time market research and insights platform, unifying primary research, customer data, and third-party data into a single intelligence layer that helps enterprises make faster, smarter decisions.

As we enter our next phase — centered on AI-powered SaaS innovation — we are building a scalable, automation-enabled Client Success engine designed to drive measurable customer outcomes and durable revenue growth.

The Role

We are hiring a commercially driven Client Success Manager to own onboarding, adoption, and first-term renewals within the Net New Commercial segment.

Each CSM will manage approximately $5M in ARR in the new Suzy era, supported by automation workflows and scaled success processes. This role is directly accountable for driving time-to-value, retention, and expansion readiness across your portfolio.

This is a revenue-impacting position with clear performance expectations.

What You’ll Do

• Lead high-impact onboarding to ensure rapid activation and early business wins

• Drive adoption of Suzy’s AI-powered SaaS platform and embed it into customer workflows

• Own customer outcomes and retention across a ~$5M book of business

• Develop success plans aligned to executive KPIs and business objectives

• Proactively identify churn risk and implement mitigation strategies

• Own and close first-term renewals, partnering with Sales as appropriate

• Surface and qualify expansion opportunities for the Commercial team

• Deliver executive-level business reviews demonstrating measurable ROI

• Leverage CSM automation workflows and scalable processes to efficiently manage and grow your portfolio

• Partner cross-functionally with Sales, Product, and Support to optimize the customer lifecycle

What Success Looks Like

• Strong onboarding velocity and early product adoption

• High first-term renewal rates across net new accounts

• Clear documentation of customer ROI and business impact

• Expansion pipeline generated from well-managed accounts

• Effective portfolio management at scale using automation and data

Preferred Qualifications

• 3–5+ years of experience as a SaaS or AI Client Success Manager (required)

• Proven experience managing and renewing significant ARR portfolios

• Demonstrated success driving retention and influencing revenue outcomes

• Experience or knowledge of consumer insights or market research preferred

• Experience supporting enterprise or mid-market SaaS customers

• Ability to translate AI and data platform capabilities into measurable business results

• Strong executive communication and presentation skills

• High ownership mindset and comfort operating in a performance-driven environment

• Experience working within structured customer lifecycle and automation workflows

Benefits

• We take care of our employees and their families. We have generous health dental and vision benefits, and our 401K plan vests immediately

• A friendly, fun, and collaborative work environment that allows for frequent exposure to executives

• The opportunity to make an immediate impact as a part of a fast-growing company

• The target base compensation for this role is $95,000 - $110,000.

Suzy is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to ensure all people feel supported and connected at work.

Suzy is committed to protecting its customers, employees, partners, and the company as a whole, from damaging acts that are intentional or unintentional. Effective security is a team effort involving the participation and support of every user who interacts with company information/data and systems. It is the responsibility of each individual to help protect company information assets.

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