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Customer Success Manager

Gamma
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Hybrid (New York, CA)$125k - $235kFull-timePosted 6mo ago

About the role

Customer Success Manager responsible for end-to-end lifecycle of East Coast B2B SaaS accounts, focusing on onboarding, health, retention, expansion, and advocacy for Gamma's AI-powered content creation platform.

Responsibilities

  • Own customer health, gross retention, and net dollar retention across your portfolio, with a focus on preventing churn before it happens
  • Design and lead onboarding and training programs for new accounts, ensuring successful deployment, deep product adoption, and internal champions who drive expansion
  • Build playbooks for common customer journeys and develop one-to-many programs that efficiently serve a growing customer base
  • Navigate complex stakeholder relationships and conduct executive business reviews that quantify Gamma's impact on customer workflows
  • Partner with Sales to identify and convert high-potential accounts, maintaining ownership of the customer relationship post-sale
  • Channel customer feedback to Product and Design on features and use cases that unlock enterprise value

Qualifications

  • 5+ years of B2B SaaS experience in Customer Success, Account Management, or a similar customer-facing role, with a strong track record of meeting or exceeding retention and expansion goals
  • Startup experience, preferably at PLG companies managing the transition from self-serve to sales-assisted motion
  • Proven ability to manage both high-touch strategic accounts and scaled customer programs, with the resourcefulness to navigate ambiguity in a high-growth environment
  • Data-driven approach to customer health, with comfort discussing technical concepts like APIs and SSO with stakeholders
  • Active AI user who experiments with new tools and can articulate AI best practices to customers, with the range to context-switch between executive communications and hands-on user training
  • SQL knowledge or familiarity with data analysis, a background in design software, or experience building CS operations from scratch (Nice to have)

Skills

Required:Customer success managementOnboarding and training designStakeholder managementData-driven decision makingAI familiarity
Nice to have:SQL / data analysis
Last updated Jul 15, 2026. Interested? Apply on the company site.

About Gamma

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