We are looking for an experienced Customer Success Manager to join our team, working on-site from our New York office. In this role you will be a key member of our Customer Success function, contributing directly to our goals and working closely with talented colleagues across the business.
This is a hands-on role with real ownership and impact. You will apply your skills in Customer Success, Account Management and Onboarding to solve interesting problems, ship work you can be proud of and help us raise the bar for what we do. You will collaborate with cross-functional teams, share your ideas openly and have the support you need to do your best work and grow along the way.
You will bring around 3 to 6 years of relevant experience and strong, practical knowledge of Customer Success, Account Management and Onboarding. Just as important are clear communication, sound judgement, attention to detail and the ability to collaborate effectively with people across different teams and backgrounds.
Within your first few months, you will get up to speed with our products, processes and people, build strong working relationships across the team, and begin taking ownership of your own work. Over time, you will have the opportunity to deepen your expertise, take on broader scope and grow your career with us as the company continues to scale.
In return, we offer a supportive, inclusive and collaborative environment, competitive pay, meaningful benefits and the chance to do work that genuinely matters. We care about our people, invest in their growth and want everyone here to be able to do the best work of their careers.
If this sounds like you, we would love to hear from you. Pulse Partners is an equal-opportunity employer: we welcome applicants of all backgrounds and are committed to building a diverse team and an inclusive workplace where everyone can thrive. Apply today and tell us why you would be a great fit.
Responsibilities
As a Customer Success Manager at Pulse Partners, you will play a central role within our Customer Success function and take ownership of a broad and varied set of responsibilities. Working alongside a collaborative, motivated team, your day-to-day duties will include, but are not limited to, the following:- Represent your function in cross-functional and leadership discussions.
- Define and improve processes, standards and ways of working across the team.
- Collaborate cross-functionally to advocate for customer needs and improve the overall experience.
- Diagnose and resolve issues effectively, escalating complex cases with clear, complete context.
- Guide customers through onboarding, configuration and best practices to drive adoption and value.
- Build trusted, long-term relationships that turn customers into loyal advocates.
- Respond to customer queries promptly, professionally and empathetically across all support channels.
- Contribute to process and tooling improvements that make support faster and better.
- Document interactions, issues and resolutions accurately in the support and CRM systems.
- Proactively reach out to customers to ensure they are successful and to prevent churn.
- Track account health and identify opportunities for expansion and advocacy.
- Build and maintain help articles, FAQs and knowledge-base content for customers and colleagues.
- Maintain high levels of customer satisfaction and consistently meet response and resolution SLAs.
- Identify recurring problems and share actionable feedback with product and engineering teams.
- Represent the team and the company professionally in internal and external interactions.
- Communicate progress, risks and blockers clearly and proactively to your manager and relevant stakeholders.
- Support and step in for teammates when needed to help the team meet its shared goals.
- Support onboarding, knowledge-sharing and documentation so the wider team can learn, scale and succeed.
- Ensure your work meets agreed quality, compliance and security standards before it is considered complete.
- Participate constructively in team meetings, stand-ups, planning sessions, demos and retrospectives.
- Adapt to changing priorities and remain calm, focused and effective in a fast-moving, evolving environment.
- Identify opportunities for improvement and bring forward practical ideas to make our products, processes and ways of working better.
- Proactively flag dependencies and coordinate with other teams to keep work moving smoothly.
- Collaborate respectfully and effectively with colleagues across teams, functions, time zones and locations.
- Plan and manage your workload to balance quality, speed and competing demands.
- Handle confidential and sensitive information with discretion, care and integrity at all times.
- Take full ownership of your work, manage your own priorities and consistently deliver to a high standard and on time.
- Contribute actively to a positive, inclusive, supportive and collaborative team culture.
What we're looking for
3-6 years of professional experience in a Customer Success Manager or similar roleStrong working knowledge of Customer Success, Account Management and Onboarding
Bachelor's degree in Business Administration
Excellent communication, problem-solving and teamwork skills
Benefits
At Pulse Partners, we believe that looking after our people is the foundation of doing great work. We offer a comprehensive, thoughtfully designed benefits and perks package that supports your health, your finances, your growth and your life outside of work. When you join us, you can expect the following:- Full sponsorship for relevant professional certifications, memberships and qualifications.
- Generous referral bonuses for helping us find and hire other great people to join the team.
- A real commitment to diversity, equity and inclusion, with employee resource groups and an open, respectful culture.
- A modern, well-equipped office in a convenient location, with snacks, great coffee and plenty of collaborative space.
- Commuter, transport and travel support to make getting to and from work easier and more affordable.
- Flexible working hours that let you do your best work while balancing your personal life and commitments.
- Generous, fully paid parental leave for all new parents, supporting you through one of life's biggest moments.
- Structured mentorship, regular feedback and clear, transparent career-progression frameworks to help you grow.
- Personal accident and term life insurance providing financial protection and peace of mind for you and your loved ones.
- Access to telemedicine and online doctor consultations so you can get care quickly, wherever you are.
- Flexible time-off arrangements and the trust to take the breaks you need, when you need them.
- The chance to do meaningful, high-impact work alongside talented, friendly, humble and ambitious colleagues.
- Regular team lunches, celebrations, offsites and social events that make work more fun, human and connected.
- Transparent, structured pay bands and clear criteria for progression, so you always know how to grow your earnings.
- Recognition of personal milestones with celebration leave and thoughtful gestures.
- Protected time for learning, regular internal knowledge-sharing sessions and access to leading online learning platforms.
- A culture that actively encourages experimentation, stretch projects and learning from both wins and mistakes.
- Company-funded health insurance with access to a wide network of hospitals and clinics, plus an annual preventive health check-up.
- Additional wellbeing and volunteering days each year to look after yourself and give back to your community.
- A competitive salary that is reviewed regularly and benchmarked against the market to keep your pay fair and current.
- Hybrid and remote-friendly working options, with the trust and autonomy to manage your own time and output.
- Regular recognition and appreciation for great work, both publicly and privately.
- Transparent communication, regular all-hands updates and direct, approachable access to leadership.
- Wellness initiatives throughout the year, from health talks and screenings to fitness challenges and mindfulness sessions.
Education
Bachelor's degree in Business Administration