Customer Success Manager - North America

Title: Customer Success Manager - North America

Location: New York, NY, US / Remote (US; CA)

### Who you are (more specific)

• **You like living in the messy middle of revenue workflows:** Pricing, quoting, billing, renewals, approvals, exceptions, “special deal terms”… you don’t get scared when it’s complicated.
• **You can understand the needs of different company functions:** You’re fluent enough with Finance/RevOps (accuracy, controls, auditability) _and_ Sales (speed, flexibility, closing deals) to keep everyone aligned.
• **You’re calm when the numbers matter:** When money, invoices, or customer trust is involved, you’re detail-oriented, structured, and you don’t hand-wave.
• **You’re a strong project driver:** You can run implementations with clear plans, owners, and timelines without turning it into heavy process.
• **You’re technical in the practical way:** You can reason about integrations, APIs, data flows, and “where the source of truth lives” well enough to unblock customers and work tightly with engineers.
• **You have a sharp ear for signal:** You can turn scattered feedback (“this feels off”) into an actionable problem statement and a concrete next step.
• **You’re relationship-forward but outcome-driven:** You build trust with stakeholders and you push toward measurable wins (faster deal cycles, fewer billing issues, cleaner ops).
• **You’re a builder of leverage:** You turn repeated customer asks into playbooks, docs, templates, and product feedback so each new customer goes live faster than the last.
• **You use AI to move faster:** You use AI tools to synthesize calls, draft crisp comms, build enablement, and spot patterns across accounts—without losing judgment or empathy.

### What the job involves

• **Own customers end-to-end (the fun kind):** From kickoff → onboarding → adoption → renewal/expansion. If a customer is stuck, you’re on it.
• **Drive time-to-value:** Help customers implement Alguna quickly and see impact early across pricing, quoting, and billing workflows.
• **Be the voice of the customer internally:** Bring insights, pain points, and feature requests back to product/engineering with clarity and urgency.
• **Build relationships and trust:** Work with Finance/RevOps/Sales/Engineering stakeholders and become a reliable partner, especially when things are complex.
• **Create scalable success motions:** Playbooks, health scoring, onboarding templates, and self-serve enablement that makes every customer easier to support than the last.
• **Partner cross-functionally:** Work closely with sales, product, and engineering to unblock customers, prioritize fixes, and improve the product.
• **Handle issues with urgency:** Triage problems, coordinate internally, and keep customers informed until resolution.

### What success looks like

• Customers get to value quickly and confidently rely on Alguna for critical revenue workflows
• Renewals are smooth because outcomes are clear and trust is high
• Common issues turn into product improvements, docs, and playbooks
• The customer success motion becomes more efficient and scalable over time