Customer Success Manager

The Role

Your job is to help our customers get the most out of verified, actionable intelligence tailored to their markets and problems. As a CSM, you own a portfolio of accounts and make sure each customer is using the platform to answer the questions that matter to their business, whether that's a game plan refresh, a battle card update, or a session with Coach AI.

That means understanding each customer's market, their workflows, and what they need to act on. When usage slows, you identify the cause and address it well ahead of the renewal. You will work with the Chief Operations Officer to build the core CS motions: the 90-day onboarding program, health scoring, adoption milestones, and expansion triggers.

What You'll Do

• Own a portfolio of new and existing accounts as a trusted advisor and build durable, multi-threaded relationships that grow across each customer's teams
• Lead the day-to-day relationship, coordinating across Liminal's advisory, research, product, and sales teams to bring the right people and the right intelligence to each customer
• Partner with customers to turn their market questions into real business outcomes, running game plan refreshes, battle card updates, and Coach AI sessions
• Demonstrate the platform's depth as customer needs evolve, surfacing use cases across our six markets they haven't yet tapped and connecting new capabilities to live problems on their desk
• Own credit consumption, adoption, and renewal health for a portfolio of accounts in the $50K–$200K range
• Run a 90-day onboarding that takes new customers from platform access to confident, habitual use
• Monitor usage patterns and flag tier upgrade opportunities (Single Market to Multi-Market) to the COO and Sales
• Watch for early churn signals such as slowing credit consumption, dormant users, and stalled workflows, and intervene with a clear plan
• Lead recurring business reviews that tie customer goals to platform outcomes and usage data
• Drive activation across multiple stakeholders in each account, not just the original champion
• Be the voice and champion for your customers internally, bringing their needs and issues to the Product team to improve value
• Keep account data current in HubSpot: health scores, usage signals, and expansion indicators
• Turn what works into playbooks, enablement, and repeatable CS motions the whole function can run

What We're Looking For

• 3+ years of professional experience in customer-facing roles, including 2+ years as a Customer Success Manager in B2B SaaS
• Maniacal commitment to customer experience: you sweat the details of every interaction and measure yourself by whether the customer actually succeeded, not whether the task got done
• Experience with usage-based, consumption, or credit-based commercial models
• Retention and expansion outcomes you can speak to specifically
• Comfort with data: you can read usage patterns, spot leading indicators of churn, and segment accounts by behavior
• Comfortability working with the latest AI models including connectors, MCP services, advanced configurations.
• Experience managing stakeholders from analysts to executives in enterprise accounts
• Familiarity with at least one of our six markets
• Experience at an early-stage company where you helped build processes
• Able to work hybrid from our Union Square office

What We Offer

• $95,000–$125,000 base salary plus performance bonus tied to NRR and consumption metrics, and equity
• The chance to help build the CS function and its playbooks
• Medical, dental, and vision coverage; 401(k); flexible PTO
• Hybrid work based in Union Square, NYC