Customer Success Manager

About this role

This is a full-time role as Customer Success Manager, located onsite in New York, NY.


You are a proactive, relationship-driven operator ready to own a multi-million-dollar book of business end to end - this includes onboarding, activation, adoption, and retention. Your mission is to be a premium partner from kickoff to renewal: drive measurable value quickly, protect the base with world-class retention across each customer’s compliance stack.


You’ll be the primary post-sale point of contact from day one, guiding client onboardings alongside our FDE/Implementation team, ensuring fast time-to-value, and then multi-threading to executive stakeholders to drive deep platform adoption. This role blends trusted advisor and program manager. You'll work directly with the founders to deliver outstanding outcomes while building the playbooks that let us scale.


Responsibilities
First week

• Ramp on our ICP, value proposition, Hadrius platform, best practices, and roadmap.
• Learn onboarding/implementation flows, CRM hygiene standards, and communication playbooks.
• Shadow kickoffs, QBRs/EBRs, and day to day client calls; document objections and success patterns.
• Begin owning a small set of accounts to establish relationships and success plans.

First month

• Fully own post-sales lifecycle and activation for assigned accounts.
• Build stakeholder maps and executive alignment; set QBR cadences with clear success metrics.
• Create 90-day renewal plans for any relevant accounts, anchored in adoption milestones and demonstrated value.
• Partner with Sales/FDE teams to remove blockers

First 3 months and beyond

• Own and protect a multi-million ARR book with best-in-class gross/net retention.
• Drive strong retention by deepening platform usage and ensuring clients realize full value across their compliance stack.
• Partner with Account Managers to help build qualified expansions across your book of business.
• Instrument account health (usage K...