Customer Success Manager

How We Work: Core Principles at ASAPP
At ASAPP, our mission is simple: deliver the best AI-powered customer experience—faster than anyone else. To achieve that, we’re guided by principles that shape how we think, build, and execute. We value customer obsession, purposeful speed, ownership, and a relentless focus on outcomes. We work in tight, skilled teams, prioritize clarity over complexity, and continuously evolve through curiosity, data, and craftsmanship. 
We’re seeking technologists and problem solvers who thrive in fast-paced environments, love collaborating with great talent, and approach every day like it’s Day 1. We're a globally diverse team with hubs in New York City, Mountain View, Latin America, and India—embracing both hybrid and remote work to bring the best minds together, wherever they are. If you're driven by continuous learning, rapid pivots, and the challenges of building in a high-growth startup, we’d love to talk. This is more than a job—it’s a journey.
We are looking for a dynamic Customer Success Manager to play a pivotal role in the success and growth of ASAPP's enterprise customers. You will be the trusted partner for Fortune 500 companies, ensuring they realize the full value of our AI-driven solutions post-implementation. Your focus will be on helping customers optimize their AI adoption to meet their business objectives while driving product feedback and engagement strategies that help scale ASAPP’s impact.
In this role, you’ll work closely with senior executives, customer teams, and cross-functional stakeholders within ASAPP to develop and deliver tailored solutions that drive measurable success for our clients. The CSM will be a critical voice in the business, advocating for customer needs and helping shape the product experience.

What you'll do

• Strategic Account Management: Serve as the primary point of contact for enterprise-level accounts, guiding customers through the entire post-implementation journey to maximize product adoption and ROI.
• Customer Advocacy: Build strong C-level and executive relationships, championing your customer's needs within ASAPP while also acting as a bridge between product teams and customers.
• Outcome-Driven Success: Collaborate with clients to define measurable success metrics, align on business goals, and ensure ASAPP’s AI solutions consistently deliver value.
• Growth & Retention: Focus on both customer retention and account growth, proactively identifying opportunities to expand the partnership and drive additional value.
• Cross-Functional Collaboration: Work closely with product, engineering, and support teams to identify and resolve any challenges, and provide actionable feedback that helps refine our offerings.
• Account Planning: Develop and execute strategic account plans that align with customer objectives, ensuring continued engagement and positive outcomes.
• Risk & Opportunity Management: Monitor account health, anticipate risks, and collaborate with internal teams to implement solutions or mitigation strategies to keep the customer on track.
• Training & Enablement: Empower customers to leverage ASAPP's full suite of solutions by providing product training, best practices, and continuous support.

What you'll need

• Experience: 8+ years of customer-facing experience in SaaS or AI, with a strong background in customer success, account management, consulting, or implementation.
• Enterprise Expertise: Proven success in managing complex enterprise accounts and developing long-term customer relationships.
• Data-Driven: Comfort with measuring outcomes and leveraging business intelligence tools to track success metrics and optimize performance.
• Customer-Centric Mindset: A passion for customer success with the ability to empathize, problem-solve, and provide proactive solutions that drive business results.
• Communication Skills: Exceptional verbal and written communication skills, with the ability to influence and collaborate across teams and at all levels of an organization.
• Travel: Willingness to travel for in-person meetings with key clients as required.
• Cultural Fit: A commitment to ASAPP’s core values of Ownership and Excellence, with a drive for continuous learning and feedback.

What we'd like to see

• SaaS or AI software experience
• Familiarity with customer experience and automation platforms
• Experience with enterprise software sales, product management, or consulting

$135,000 - $145,000 a year

On top of salary and variable, you will also be eligible for bonus and an equity grant

Benefits include:
Competitive compensation with stock options

Comprehensive medical, vision, and dental insurance401k matching

Fitness and wellness stipend

Mental well-being benefits

Professional learning and development stipend

Parental leave, including adoptive and foster parents3 weeks paid time off (increases with tenure) along with sick leave, bereavement and jury duty

ASAPP is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status. If you have a disability and need assistance with our employment application process, please email us at careers@asapp.com to obtain assistance. #LI-AG1 #LI-RemoteWe may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.