Customer Success Manager

Job description

### About Cents Want to be a part of a team revolutionizing and leading an entire industry with no real competition? The laundry industry is a $40+ billion dollar market, and the Cents platform is making it easier for laundromats, dry cleaners, and all garment care businesses to grow, manage, and understand their business. Backed by top-tier investors like Bessemer, Camber Creek, and Sumeru Equity Partners, Cents was just ranked no.101 on the Inc 5000 for 2026, and we’re just getting started! Cents is a New York-based technology company passionate about transforming the laundry industry and dedicated to enabling new ways of working, earning, and living. Cents is modernizing garment care businesses by providing an all-in-one, business-in-a-box platform to help operators start, manage, and grow their businesses. Our team is full of passionate technology experts obsessed with supporting and empowering SMBs. We feel the unique responsibility and opportunity we have to elevate an industry. We're adding great talent to help achieve this mission, and that's where you come in! ### ### About the Role You should have a true entrepreneurial spirit, be open to frequent change, and have a passion for helping small business owners grow. As a start-up, you’ll play a key role in managing account relationships and building revenue through different features and aspects. Our company is revolutionizing how laundromat owners use the software and your goal should be to help guide them through their lifecycle with Cents. As an Account Manager, you will be part of the customer success team for Cents users located across the U.S. Your job is to successfully ensure all of your accounts are transacting via the Cents POS platform and encourage laundromat owners on how they can leverage the platform to increase their revenue and streamline operations. You will have the tools, support, and resources to do whatever is necessary to place more orders through the Cents platform. You may also have the opportunity to work directly with other teams and features Cents offers in regard to hardware and product. The ideal candidate has prior experience managing accounts in SaaS solutions and the confidence to have customer conversations related to upselling, cross-sell, or expanding. Additionally, you are tech-savvy and self-sufficient with a motivated and positive attitude. You must be relationship-oriented, collaborative, and yearning to constantly improve. You need to be comfortable educating clients on the value and benefits of our software and hardware tools while handling the occasional uncomfortable conversation. ### Key Responsibilities - Be a key player in the handoff from sales to onboarding as a customer’s champion - Conduct lifecycle check-ins with operators and ensure the continued education of the product is completed - Build revenue throughout your book of business through the implementation of new features and value propositions - Build and maintain an opportunity pipeline. Upsell, cross-sell, expand, and retain as opportunities present themselves - Funnel feedback from clients to the product team, and represent the voice of our clients during any product scope sessions - Ad Hoc responsibilities as required ### Requirements - B.A, B.S. or equivalent degree preferred, but not required - At least 6 months to 1 year of inside sales or account management experience - Experience in SaaS is preferred, but not required - Tech-savviness with an ability to conduct presentations virtually using Zoom and troubleshoot any complications that arise as a result - Organizational skills, detail, and task-oriented - Excellent written and verbal communication skills - Self-starter & Team player mindset - Ability to work effectively in a fast-paced environment