Customer Success Manager
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What you'll do
- Own the Full Post-Sale Lifecycle: Manage onboarding, adoption, health checks, QBRs, and renewals for a portfolio of implementation-partner and systems integrator accounts, from first login through renewal and expansion.
- Prove and Present ROI: Build and present ROI narratives that connect Auctor usage (sessions, artifacts generated, active users) to real outcomes like faster delivery, fewer handoff errors, and margin improvement, tailored to what each customer's stakeholders actually care about.
- Champion the Customer Internally: Turn support issues, feature gaps, and integration pain points into clear, prioritized product feedback, and close the loop with customers when it ships.
- Navigate Technical and Compliance Conversations: Work alongside our technical team on security reviews, data handling questions, and integration scoping with customer stakeholders.
- Manage Account Health Proactively: Track health signals, flag churn risk early, and drive the internal alignment needed to execute a plan before it becomes a renewal problem.
- Represent the Voice of the Customer: Bring customer input into internal strategy conversations, including executive-level recaps and steering committee updates for our largest accounts.
- Help Build the CS Function: Contribute to the playbooks, templates, and processes that the next CSM we hire will inherit.
What they're looking for
- 4+ Years in Customer-Facing, Post-Sale Roles: Customer Success, Account Management, or Implementation/Delivery Consulting, ideally in B2B SaaS or professional services.
- Track Record Owning Renewals and Expansion: You can talk numbers, retention, and ROI, not just relationship warmth.
- SI and Ecosystem Fluency: Comfort with how systems integrators and professional services organizations operate; you understand SOWs, scoping, and delivery models.
- Technically Proficient: You don't need to code, but you're comfortable with technical stakeholders and unintimidated by integrations, data flows, and security or compliance questions.
- Strong Written and Verbal Communication: You can write an executive-ready recap, run a QBR, and hold your own in a scoping conversation with a delivery team.
- Builder Mindset: You're excited by the ambiguity of an early-stage startup and want to help build the CS playbook, not just inherit one.
- NYC-Based: You thrive in a high-energy, in-person collaborative environment.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
Why Auctor
Auctor is the AI native system of action for the entire software implementation lifecycle. Enterprise software creates value only when it is implemented well, yet most implementation teams still rely on siloed documents, scattered meeting notes, and institutional knowledge that disappears when someone leaves a project. Auctor changes that.
Our platform connects the teams and processes behind a software rollout, from presales discovery through delivery and beyond. It helps professional services teams and systems integrators deliver what they sold faster, more consistently, and with greater intelligence on every project.
Auctor turns meetings, documents, and decisions into a living system of record. Using that context, teams can generate execution ready deliverables such as statements of work, scopes, and designs; track scope and risk through a complete audit trail; and transform successful engagement playbooks into reusable workflows.
Auctor integrates with the tools implementation teams already use and is backed by Sequoia Capital, M12, HubSpot Ventures, Workday Ventures, OneStream, Tercera, Dig Ventures, and Y Combinator. Following our recent Series A, we’re scaling quickly alongside leading implementation partners including OneStream, ServiceRocket, Valiantys, and Crossfuze.
Role Overview
Auctor is looking for a Client Success Manager to join our founding Customer Success team. You will own a portfolio of implementation partners and systems integrators after the sale, driving adoption, demonstrating return on investment, and making renewals a natural result of the value we deliver rather than a negotiation.
You will become a trusted partner to customer leaders and power users, helping them identify where Auctor can have the greatest impact across their organization and turning those opportunities into measurable outcomes. That means understanding how customers work today, helping them redesign workflows around AI, driving adoption across teams, and ensuring the value of Auctor is visible to both day-to-day users and executive stakeholders.
This is a builder’s role. You will help shape our Customer Success approach, including playbooks, onboarding, quarterly business reviews, health scoring, adoption strategies, and ROI storytelling, while working closely with Product, Sales, and Engineering to bring customer feedback back into the company and help define how Customer Success operates as Auctor scales.
What You’ll Do
Own the Full Post-Sale Lifecycle: Manage onboarding, adoption, health checks, QBRs, and renewals for a portfolio of implementation-partner and systems integrator accounts, from first login through renewal and expansion.
Prove and Present ROI: Build and present ROI narratives that connect Auctor usage (sessions, artifacts generated, active users) to real outcomes like faster delivery, fewer handoff errors, and margin improvement, tailored to what each customer's stakeholders actually care about.
Champion the Customer Internally: Turn support issues, feature gaps, and integration pain points into clear, prioritized product feedback, and close the loop with customers when it ships.
Navigate Technical and Compliance Conversations: Work alongside our technical team on security reviews, data handling questions, and integration scoping with customer stakeholders.
Manage Account Health Proactively: Track health signals, flag churn risk early, and drive the internal alignment needed to execute a plan before it becomes a renewal problem.
Represent the Voice of the Customer: Bring customer input into internal strategy conversations, including executive-level recaps and steering committee updates for our largest accounts.
Help Build the CS Function: Contribute to the playbooks, templates, and processes that the next CSM we hire will inherit.
What You Have
4+ Years in Customer-Facing, Post-Sale Roles: Customer Success, Account Management, or Implementation/Delivery Consulting, ideally in B2B SaaS or professional services.
Track Record Owning Renewals and Expansion: You can talk numbers, retention, and ROI, not just relationship warmth.
SI and Ecosystem Fluency: Comfort with how systems integrators and professional services organizations operate; you understand SOWs, scoping, and delivery models.
Technically Proficient: You don't need to code, but you're comfortable with technical stakeholders and unintimidated by integrations, data flows, and security or compliance questions.
Strong Written and Verbal Communication: You can write an executive-ready recap, run a QBR, and hold your own in a scoping conversation with a delivery team.
Builder Mindset: You're excited by the ambiguity of an early-stage startup and want to help build the CS playbook, not just inherit one.
NYC-Based: You thrive in a high-energy, in-person collaborative environment.
Benefits:
Equity with real upside – you're joining early, and your equity reflects that
Competitive, top-of-market salary
Medical, dental, and vision coverage
Monthly wellness stipend
Unlimited PTO – take the time you need
Daily meal stipend, plus dinner covered on the nights you're working late
Weekly happy hours and team outings because work is better with people you actually like
Company
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