Customer Success Manager

The opportunity

EqualAccess is working with a rapidly growing technology business that is changing the way short-term rental and boutique hospitality operators manage day-to-day work. The product is centered on automation, operational streamlining, and improving guest experience, and the company is in the middle of rebuilding its core platform. It is well funded, actively evolving, and has an AI-first culture that influences how teams operate.

In this position, you will be responsible for leading the onboarding experience for new customers from the point a contract is signed through to a successful platform launch. You will run kickoff conversations, support configuration and training, assemble project plans, and collaborate closely with the CS and Solutions Lead to make the onboarding motion more efficient and repeatable. This is a practical, customer-facing role where you will both execute and help shape the process.

This is not a renewals or account-growth role. The central focus is onboarding, and the expectation is that you bring structure and drive the work forward proactively.

What this role includes

• Direct ownership of customer onboarding from contract signature through go-live
• A hands-on, evolving role where improving the process is part of the job, not an extra task
• Heavy use of AI tools such as Claude and Notion AI for drafting, summarizing, organizing, and automating work before resorting to manual effort
• Close partnership with the CS and Solutions Lead to refine playbooks, documentation, and onboarding materials
• Exposure to product development in an early-stage environment, with customer feedback flowing directly into engineering

What this role is not

• A renewals, upsell, or broader commercial account management position
• A support desk or reactive troubleshooting function
• A role where process and structure are already fully defined for you
• A remote or hybrid opportunity
• A good fit for someone who only uses AI tools occasionally

Key responsibilities

• Manage the full onboarding journey for each new customer, from contract handoff to launch
• Lead onboarding meetings such as kickoffs, configuration reviews, training sessions, and launch calls
• Create and maintain onboarding plans, checklists, and customer timelines
• Use AI tools and internal systems to draft project plans, prepare communications, and identify themes across customer accounts
• Build onboarding assets such as guides, videos, and templates with AI as a core part of the workflow
• Reduce repeated manual work by introducing automation wherever possible
• Work with the CS and Solutions Lead to improve onboarding processes, documentation, and playbooks
• Help turn onboarding into a scalable, repeatable operating model over time
• Present customer feedback to the Engineering team in a clear, structured format
• Watch for onboarding risks and remove blockers before they affect launch timelines
• Develop strong product knowledge and coach customers on best practices throughout the journey
• Make sure every customer completes onboarding with confidence and readiness to succeed

Experience and profile

• 1 to 3 years of experience in SaaS onboarding, customer success, account management, consulting, or another customer-facing role with similar scope
• Comfort leading customer conversations from start to finish, including kickoffs, configuration walkthroughs, and training
• Working familiarity with CRM and customer success tools such as HubSpot, Intercom, Notion, Zendesk, or similar platforms
• Regular daily use of AI tools like Claude or ChatGPT to draft messages, summarize meetings, create documentation, or eliminate repetitive work
• Strong organization and attention to detail, with the ability to juggle several customer engagements at once
• Direct, clear communication skills with both customers and internal partners
• Bonus experience with no-code or light-code automation tools such as Zapier or n8n
• Bonus background in hospitality, property management, or a related field

Compensation and benefits

• Base pay of $100,000 to $115,000
• Uncapped commission
• Target earnings between $130,000 and $140,000
• Equity ownership
• 401(k) match
• Health insurance

Additional information

EqualAccess works with leading organizations and provides support beyond placement. Professionals placed through the firm receive 3 months of post-hire coaching and career support to help them succeed and grow after joining.

Work location

The job is based in New York City and is fully on-site. It is not a remote or hybrid position.