What you'll do:

Own and manage a portfolio of strategic enterprise customer relationships from onboarding through renewal and expansion
Act as a trusted advisor to customers, helping them achieve measurable business outcomes from Copia
Develop and maintain strong relationships with engineering teams, operational leaders, and executive stakeholders
Lead regular customer engagements including onboarding sessions, strategic planning discussions, and business reviews
Identify adoption risks early and drive proactive solutions to ensure long-term success and retention
Partner with Sales on renewal and expansion opportunities while ensuring a smooth and predictable customer lifecycle
Work closely with Product, Engineering, Support, and Marketing to resolve issues and improve the overall customer experience
Translate complex customer needs into clear internal feedback that helps inform product direction
Guide customers toward Copia best practices and help them maximize the value of the platform
Represent the voice of the customer internally and advocate for improvements that support long-term customer success
Help shape Customer Success processes and contribute to building a scalable CS organization as Copia grows

What you'll need:

7–10 years of experience in Customer Success, Account Management, Consulting, or another customer-facing role
Experience managing enterprise or highly strategic customer relationships
Ability to quickly learn complex technical products and workflows
Strong executive presence and confidence leading discussions with senior stakeholders and technically strong personalities
Excellent communication and relationship-building skills
Strong organizational skills with the ability to manage multiple customers and priorities simultaneously
Comfort operating independently and taking ownership in a fast-paced startup environment
Experience collaborating cross-functionally with Sales, Product, Engineering, and Support teams
Ability to travel occasionally for customer meetings and industry events

Nice to have:

Experience working with industrial automation environments or engineering-heavy organizations
Familiarity with PLC systems, manufacturing technology, or hardware engineering workflows
Experience working in high-growth startup environments
Background supporting technical product adoption or complex software deployments
Familiarity with Hubspot CRM
Familiarity with Git or modern engineering collaboration tools

Come join us!

Copia is growing extraordinarily fast! Join a best-in-class start-up with huge amounts of upside and impact. Our headquarters is in New York City.

Senior Customer Success Manager

TLDR