To support a growing portfolio of New York brand partners, the full-time Customer Success Manager - NY Licensed will manage client relationships, drive product adoption, and ensure long-term retention while working remotely. Key responsibilities Develop and execute tailored success plans for each account, ensuring alignment with partners' business goals Manage a dedicated portfolio of brand accounts, focusing on long-term retention and satisfaction through regular check-ins and business reviews Act as the internal advocate for accounts, translating partner feedback into actionable insights for cross-functional teams Required qualifications 3+ years of experience in customer success, account management, or B2B relationship management within a SaaS, logistics, distribution, or marketplace environment Demonstrated track record of owning a retention metric, ideally GMV or revenue-based Proficiency with CRM and customer success platforms (Salesforce, HubSpot, Gainsight, Zendesk, or similar) Hands-on data fluency experience in pulling and structuring data from source systems to build health metrics and reporting Ability to work independently in a fully remote environment with strong organizational skills