CS Manager - US, New York / Miami [Remote / Hybrid]

Location: US, New York / New Jersey [Remote]

Responsibilities: 

Accounts

• Manage a portfolio of mid-market and enterprise customers across various lifecycle stages, from onboarding to renewal
• Lead customer meetings including onboarding, QBRs, enablement sessions, and ongoing follow-ups
• Understand customer goals and define success plans to ensure ongoing value from the platform
• Ensure high adoption and effective usage of the platform’s features by different user personas
• Collaborate with Sales to support renewals and drive expansion opportunities
  

Risk:

• Proactively identify risks to customer satisfaction, usage, and retention, and create clear action plans to address them
• Monitor customer health signals and track key metrics like engagement, sentiment, and support patterns
• Be accountable for solving challenges early before they escalate into churn risks
• Stay organized and detail-oriented across a high volume of accounts and multiple priorities
  
  

Relationships:‍

• Build deep, long-lasting relationships with key stakeholders, from power users to C-level decision makers
• Be a trusted advisor, helping customers integrate Alta into their business workflows and strategy
• Understand customer pains and translate them into impactful, actionable solution
• Represent Alta’s culture and values in every interaction
  ‍

Product:

• Develop deep product expertise across Alta’s AI tools and integrations
• Guide customers on best practices for implementation and adoption, including training and enablement
• Act as the voice of the customer: collect product feedback and collaborate with internal teams to influence roadmap and user experience
• Help scale Customer Success by contributing to FAQs, help center content, and onboarding materials
• Champion new features and lead rollouts to customers
  
  

What You Bring:

Required:

• 3–5+ years of experience in Customer Success, Account Management, or Strategic Consulting in SaaS
• Native or fluent English speaker with clear, confident communication skills
• Experience leading onboarding and adoption efforts for B2B software customers
• Strong relationship-building and stakeholder management skills (including C-level)
• Organized, detail-oriented, and proactive with strong project ownership
• Tech-savvy and curious, comfortable with APIs, integrations, or automation tools
• Availability to support US clients during core business hours, including afternoons EST/PST
  
  

Nice to Have:

• Experience in fast-paced startups or enterprise SaaS environments
• You’re excited by AI and technology and adept at leveraging cutting-edge tools and automation to optimize marketing efforts
• Familiarity with tools like Salesforce, HubSpot
• Understanding of RevOps, sales enablement, or AI tooling
• Additional language fluency (e.g., Spanish)