Customer Success Manager (NYC)

Job description

Location: New York City Office (Onsite) Compensation: $180K-$220K OTE ABOUT KOMBO Kombo is the unified API for HR, payroll, Assessment, LMS and recruiting systems. Instead of spending months building integrations one by one, companies integrate once with Kombo and connect to 120+ platforms instantly. Since Y Combinator (S22), we've grown to 8-figures in revenue, 50+ team members, and raised $30M+ from YC, Volition Capital, and Acadian Ventures. We're tripling the team and revenue next year. ABOUT THE ROLE This technical, customer-facing position means you’ll own customers from onboarding through ongoing success and expansion. You will be the first point of contact for strategic accounts, making them successful and growing their usage of Kombo’s solutions. KEY RESPONSIBILITIES - Onboard and implement new customers, leading from contract signature through go-live - Understand customer use cases across HR, TA, payroll, and LMS tools - Coordinate with Solutions and engineers to get customers integrated and live - Prepare and run structured QBRs focused on value, adoption, and roadmap - Align stakeholders on expansion opportunities and next phases - Identify new use cases, products, or integrations within existing accounts - Partner with Sales on commercial discussions and proposals - Build and manage an expansion pipeline across a portfolio of accounts - Own day-to-day relationship management for strategic accounts - Handle renewals, expansions, and commercial escalations - Provide structured feedback to Product on gaps and opportunities - Help prioritize roadmap based on patterns across accounts - Contribute to building out Customer Success and Kombo’s NYC office, including defining/refining CS playbooks and onboarding flows WHAT GOOD LOOKS LIKE - Have 3–5+ years in Customer Success, Technical Account Management, or a similar customer-facing B2B SaaS role - Have worked with API products or deeply technical platforms (comfortable with docs, endpoints, and high-level debugging) - Have managed onboarding and implementations for complex, multi-stakeholder accounts - Possess experience with enterprise or upper mid-market accounts, including multi-product/region rollouts - Are curious about data and value-driven customer outcomes - Are excited to travel for in-person customer meetings - Have experience or strong interest in HR Tech / TA Tech (preferred but not required) - Thrive in a high-pace, startup environment and are comfortable with quick iteration and ambiguity MUST-HAVE EXPERIENCE & SKILLS - 3–5 years in Customer Success, Technical Account Management, or similar - Proven experience owning a book of business and driving improved NRR/expansion - Experience with APIs, integrations, or data-heavy products - Strong written and verbal communication with both technical and non-technical stakeholders - Ability to work autonomously and structure your own work - Eagerness to work in-office (NYC, 4+ days/week) at a high-growth startup NICE-TO-HAVES - Background in HR Tech or TA Tech - Experience in startups or as an early hire on CS/TAM/post-sales teams - Hands-on experience calling APIs, use of Postman, or work on integrations with engineers THIS ROLE IS LIKELY NOT A FIT IF: - You want a remote-only role or cannot commit to being in the NYC office 4+ days/week - You are uncomfortable with commercial conversations such as renewals, expansions, or negotiations - You require highly structured processes and are not comfortable building from scratch - You do not enjoy learning technical products, APIs, or integrations