Senior Customer Success Manager

Senior Customer Success Manager Our Client | NYC (Hybrid — 3 days/week, SoHo) Our client is a fast-growing startup removing barriers to youth mental health care. They're looking for a Senior Customer Success Manager to own and grow a portfolio of 130–150 school partnerships — blending consultative relationship management with a proactive growth mindset to drive student referrals, build playbooks from scratch, and shape how their School Success function operates as they scale into new states.

What You'll Do Manage a portfolio of ~150 school partnerships, running ~20 meetings per week with counselors, responding to questions, and proactively identifying students who could benefit from care Drive growth through a consultative upsell motion, treating every touchpoint as an opportunity to increase referral volume and deepen engagement Analyze data to identify which schools need more attention and run small experiments to drive referrals Build and refine the team's playbooks, metrics, and operational processes in a function that's still taking shape Collaborate cross-functionally with Ops, Product, Growth, and Clinical teams to resolve issues and improve the partner experience What We're Looking For 5+ years of experience in customer success, account management, or sales, with a growth/upsell component (not purely reactive support) Early-stage startup experience — comfortable operating with limited resources and building processes from scratch A proven track record managing a large book of business (not enterprise/low-volume accounts) in a B2B2C or B2C motion A sales-minded, high-EQ approach — confident making the ask while building deep trust with busy school counselors Based in NYC, or willing to relocate; able to work in-office 3 days/week in SoHo