Our client, an AI powered brand protection company for eCommerce brands, is looking for a Founding Customer Success Manager in New York.They protect brands from fake listings, impersonation and copycats across marketplaces, social platforms and the open web, turning a messy manual process into something fast and systematic. In under twelve months they have scaled past $3M in revenue with more than 150 top eCommerce brands, are profitable, and have not raised a dollar. This is a founding CSM seat owning the customer journey end to end, with compensation of $130,000 to $160,000. In office, New York City.Role & Responsibilities:- Own the customer journey end to end, from onboarding through renewal and retention, with churn reduction as the north star- Lead, coach and develop a global team of enforcement specialists, running 1:1s and training on new regulations- Build scalable success playbooks covering QBR templates, check in cadences, escalation frameworks and automation- Analyse and reduce churn, improving customer health scoring and churn prediction- Run strategic account reviews, handle escalations, and drive renewals, upsells and expansion- Feed client insight back to product, development and operations, and update leadership on key accounts and risksSkills & Experience:- Proven customer success experience in a SaaS or technology business, ideally early stage- Experience building CS processes from scratch, including onboarding, QBRs, renewals and escalation frameworks- People leadership or coaching experience, prioritising workloads and holding SLAs- Strong commercial instincts across retention, renewals and expansion- Comfortable with data, reporting dashboards, customer segmentation and ROI reporting- Both strategic and hands on, happy working in office in New York City