Is the Customer Success Manager role remote?

No — this is an on-site role in New York, NY.

How much experience is required?

4–8 years of relevant experience for this Customer Success Manager role.

Where is the role based?

Listen Labs is hiring for this position in New York, NY.

What seniority level is this role?

Listen Labs targets mid-level candidates for this position.

Is this full-time or contract?

Full-time for this Customer Success Manager role at Listen Labs.

Customer Success Manager at Listen Labs

Joblaze summary

The Customer Success Manager at Listen Labs is responsible for overseeing the customer journey after the sale, focusing on onboarding, adoption, and retention of the AI-powered research platform. This role requires strong relationship-building skills and experience in managing customer accounts, ideally within a SaaS environment. It suits professionals with 4-8 years of experience in customer-facing roles who thrive in fast-paced settings and can navigate ambiguity. Listen Labs, backed by significant funding and a world-class team, offers a dynamic environment for growth and innovation.

Joblaze insights

Listed 9 days ago on Joblaze — tracked directly from Listen Labs's career page.
Listen Labs has 33 other open roles including Growth, Founding EMEA Marketing Lead, Engagement Manager.

Quick facts

Is the Customer Success Manager role remote?: No — this is an on-site role in New York, NY.
How much experience is required?: 4–8 years of relevant experience for this Customer Success Manager role.
Where is the role based?: Listen Labs is hiring for this position in New York, NY.
What seniority level is this role?: Listen Labs targets mid-level candidates for this position.
Is this full-time or contract?: Full-time for this Customer Success Manager role at Listen Labs.

From the original posting

TL;DR: We're hiring a Customer Success Manager to help companies make full use of our AI-powered research platform. If you love building relationships, driving adoption, and helping customers achieve their goals, let’s talk.

Background

Listen Labs is the world's fastest AI research platform, built so every company can understand what their customers want, why, and what to do about it. Our AI conducts in-depth interviews, analyzes conversations, and delivers executive-ready insights in hours, not weeks. Born out of a Harvard research project, Listen is trusted by teams at leading brands like Google, Microsoft, Anthropic, Perplexity, Sweetgreen, Replit, and Nestlé to bring real customer voices into their biggest product, marketing, and growth decisions.

Company Highlights

World-Class Team: Founded by serial entrepreneurs — Alfred (Bemlo, YC W22) and Florian (IOI medalist, ICPC World Finalist) — and built with talent from Google, Meta, Tesla, Amazon, Jane Street, and X, alongside Bain, Goldman Sachs, McKinsey, and Sequoia-backed startups like Applied Intuition, Scale AI, and Rippling. Over 30% of our team are former founders, and multiple are competitive programming medalists.
Hypergrowth: Since launching, Listen has grown annualized revenue 15x and completed over 2 million interviews — backed by $100M in total funding led by Ribbit Capital, with Sequoia, Conviction, and Pear VC participating.
Traction: Already serving 15% of Fortune 100s. Enterprise wins and expansions across Anthropic, Microsoft, Nestlé, Perplexity, Sweetgreen, and more — with teams telling us research that used to take six to eight weeks now happens in days.

What You’ll Do

Own a book of business and the customer journey post-sale, driving onboarding, adoption, retention, and growth.
Serve as the primary day-to-day contact for key accounts, building trusted relationships with customers and stakeholders.
Develop strong relationships with customers to understand their goals, measure success, and ensure they’re getting maximum value from Listen.
Partner with sales to identify expansion and renewal opportunities and help grow strategic accounts.
Monitor customer health, proactively identify risks, and develop plans to improve adoption and retention.
Provide proactive guidance and support, including business reviews and recommendations to maximize customer value.
Collect customer feedback and collaborate closely with product and engineering teams to shape our roadmap.
Develop and refine customer success playbooks, processes, and best practices as we scale.

Who You Are

4-8 years of professional experience, ideally in Customer Success, Account Management, or a similar customer-facing role at a SaaS company.
Proven track record of managing customer relationships, driving product adoption, and retaining and growing accounts.
Strong relationship-building, communication, and organizational skills.
Comfortable working with multiple stakeholders and building relationships across functions and levels of seniority.
Self-starter comfortable with ambiguity and fast-paced environments.
Experience with research, insights, or AI products is a plus.
Ability to work in office 5 days/week.

Life at Listen

Health, covered: Full medical, dental, and vision. FSA/HSA and life insurance are available too.
Competitive compensation: Backed by world-class investors including Sequoia, Ribbit Capital, Conviction, and Pear VC — we hire the best and treat them accordingly, with meaningful equity ownership.
Annual Learning Stipend: Books, courses, conferences, coaching, language lessons — almost anything that makes you sharper.
Annual Wellness Stipend for your health and headspace: Gym memberships, race fees, massages, ergonomic gear, and more.
Monthly Stipend for AI tools: A dedicated budget for the software and GPU credits that make you faster.
Fed, daily: A private chef serves lunch and dinner in our SF office; NYC and London teams get daily meal credit.
Flexible time off: A take-what-you-need vacation policy.
We celebrate together: Company offsites (Hawaii this Summer!) and events like our annual holiday party — every win is a team win.
Room to grow: As an early member of the team, you'll own end-to-end processes from scratch and grow alongside the company.