Customer Success Manager

Why Auctor Auctor is building the AI layer for professional services and software implementation. Think of us as the brain behind the best solution engineers, forward-deployed engineers, and onboarding teams—automating the documentation, the discovery, and the decision-making that powers $400B+ in services work. We're going after one of the biggest software categories of the decade. The Opportunity 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 Build 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 Bring 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.