Senior Customer Success Manager

About This Role We are looking for a Senior Customer Success Manager with 5+ years of experience to own and grow a portfolio of 130–150 school partnerships at AI Health Tech company. Become a part of a fast-growing startup removing barriers to youth mental health care. You'll blend consultative relationship management with a proactive growth mindset. Driving student referrals, building playbooks from scratch, and shaping how the School Success function operates as we scale into new states. What will you be doing? Managing a portfolio of ~150 school partnerships — running ~20 meetings per week with counselors, responding to questions, and proactively identifying students who could benefit from care Driving growth through a consultative upsell motion — every touchpoint is an opportunity to increase referral volume and deepen engagement Analyzing data to understand where schools need more attention and running small experiments to drive referrals Building and refining the team's playbooks, metrics, and operational processes in a function that's still being shaped Collaborating cross-functionally with Ops, Product, Growth, and Clinical teams to resolve issues and improve the partner experience Key Requirements 5+ years of relevant experience in customer success, account management, or sales roles with a growth/upsell component (not purely reactive support) Early-stage startup experience — comfortable operating with limited resources and building processes from scratch Proven ability to manage a large book of business (not enterprise/low-volume accounts) with a B2B2C or B2C motion Sales-minded with high EQ — can confidently make the ask while building deep trust with busy school counselors Based in NYC or willing to relocate; in-office 3 days/week in SoHo