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Customer Success Specialist

Are you ready to be part of a team revolutionizing an entire industry with no true competition? The laundry industry is a $40+ billion market, and the Cents platform is empowering laundromats, dry cleaners, and garment care businesses to grow, manage, and understand their operations through modern technology. Backed by top-tier investors like Bessemer, Camber Creek, and Tiger Global, Cents is one of the fastest-growing vertical SaaS companies in the U.S., and we’re just getting started. Already profitable and growing incredibly quickly each year, we have entered the best stage of being a startup.


About Cents

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. Our all-in-one, business-in-a-box platform empowers operators with the tools they need to start, manage, and grow their businesses. By building the market-leading SaaS and hardware solution for this industry, we aim to modernize garment care and outsource laundry day to local 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

As a Customer Success Manager at Cents, you should have a true entrepreneurial spirit, be open to frequent change, and have a passion for helping small to medium sized business owners grow and optimize their operation. Our company is revolutionizing how laundromat owners use software and hardware solutions, and your goal is to help guide them through their lifecycle with Cents.


You will play a key role in managing account relationships and building revenue for customers across the U.S.. It is your responsibility to ensure that all of your accounts are transacting through Cents POS, and educate laundromat owners on how they can increase their revenue through new features and product adoption. You will have all the tools, support, and resources to enable customers to grow their business through Cents. You will collaborate with cross-functional teams, and have the opportunity to work directly with new features Cents offers regarding hardware and product.


About You 

The ideal candidate has prior experience managing accounts in SaaS solutions and the confidence to have customer conversations related to product adoption, upselling, cross-selling, or expanding. Additionally, you are tech-savvy, self-sufficient, motivated, and positive. 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.


We are hiring hybrid in the NYC metro area, and open to fully remote candidates across the U.S..


What You’ll Do
  • Be a key player in the handoff from the onboarding specialist to the customer's main point of contact for all their needs.
  • Develop and maintain meaningful partnerships with customers to successfully manage a book of business for 150-300 customers.
  • Regularly conduct lifecycle touchpoints with operators and ensure the continued education of the product is completed.
  • Monitor your accounts closely to ensure they are transacting via the Cents POS platform and advise on how to increase their revenue.
  • Build revenue throughout your business book by implementing new features and value propositions.
  • 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.


Qualifications
  • 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.
  • 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.


$80,000 - $90,000 a year
This position is eligible for additional commission pay.

About Us


There’s a Laundry List of Why You’ll Love Working at Cents!

We are leaders - Leadership is not exclusive to the management team, but something everyone at Cents embraces and wants to get better at.


We are overachievers - The only true way to predict the future is to build it yourself. No excuses. Give 100% at all times.


We are students - We’re not afraid to dig in and uncover the truth, even if it’s scary or inconvenient. Everyone here is continually learning on the job, no matter if we’ve been in a role for one year or one minute.


We are committed to diversity and tight knit community - We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of the best and brightest from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.



Benefits and Perks


We offer great compensation packages, and comprehensive health benefits, & believe in a strong cohesive team atmosphere. Work from-home office stipend, virtual team events, and access to learning opportunities from our team and network of advisors, and investors are just the starting point.


- Competitive salary

- Equity

- Paid PTO and holidays

- Remote-first with offices in New York City and San Francisco

- Health benefits, including medical, dental, vision, mental health support, parental leave, life and AD&D insurance, and disability

- 401(k)

- Work-from-home and commuter benefit

- Laundry reimbursements to support our customers’ businesses

- Comprehensive training, learning, and development programming

- Access to hundreds of discounts and rewards from renowned vendors including deals on health & wellness, travel, dining, auto insurance, and so much more!


Please be aware that all legitimate recruitment communications from Cents will come through our official channels (@trycents.com email domain, our official careers page, or verified phone calls following email introductions). Also please note that we will never ask for money or sensitive financial information.


If you are contacted through other means or asked for such details, please assume that the communication is not legitimate. Please forward any such communications to us at concerns@trycents.com and we can confirm this for you.

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CEO of Cents
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Alexander Jekowsky
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What You Should Know About Customer Success Specialist, Cents

Are you ready to make a real difference in the laundry industry? Cents, a cutting-edge tech company based in New York, is seeking a Customer Success Specialist to join our fast-growing team. As the laundry industry continues to flourish, Cents is on a mission to empower laundromats and garment care businesses with our innovative platform. Imagine working for a company backed by top-tier investors and being part of a unique opportunity to drive meaningful change in a $40+ billion market. In this role, you'll be responsible for guiding small to medium-sized business owners as they navigate our platform, ensuring they get the most out of our services. If you're passionate about helping businesses grow and thrive, your entrepreneurial spirit will resonate here – we embrace those who love to adapt and tackle new challenges head-on. You’ll engage directly with clients, managing relationships and ensuring their success with our software and hardware solutions. With your background in SaaS and a knack for tech, you'll help our customers implement new features and maximize their revenue through Cents. Plus, you’ll work with a tight-knit group of passionate experts who share a commitment to redefining standards in the industry. Are you ready for a rewarding journey? Join Cents today as we elevate the laundry experience for everyone!

Frequently Asked Questions (FAQs) for Customer Success Specialist Role at Cents
What are the main responsibilities of a Customer Success Specialist at Cents?

As a Customer Success Specialist at Cents, your primary responsibilities involve managing account relationships, guiding customers through their lifecycle with our platform, and ensuring they effectively use our POS system. You will conduct regular touchpoints, educate clients on new features, and be integral in driving revenue growth through upselling and cross-selling strategies.

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What qualifications do I need to become a Customer Success Specialist at Cents?

To qualify for the Customer Success Specialist role at Cents, you should ideally possess a Bachelor’s degree or equivalent experience, along with 6 months to 1 year of account management or inside sales experience. Familiarity with SaaS solutions is preferred but not essential. Strong communication skills and a tech-savvy mindset are crucial for this position.

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How does Cents support the growth of its Customer Success Specialists?

At Cents, we believe in continuous learning and development. As a Customer Success Specialist, you will have access to comprehensive training programs, mentorship from industry experts, and opportunities to collaborate with cross-functional teams on innovative projects. This supportive environment enables you to hone your skills and grow your career.

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What role does training play for new Customer Success Specialists at Cents?

Training is fundamental for new Customer Success Specialists at Cents. You'll receive thorough onboarding to familiarize yourself with our platform and services, followed by ongoing education on product updates and best practices in customer relationship management. This ensures you're equipped to provide the best support to our clients.

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Is working as a Customer Success Specialist at Cents remote-friendly?

Yes! The Customer Success Specialist position at Cents offers flexibility with our hybrid work model. While we welcome candidates from the NYC metro area to work in-office, we also encourage fully remote applicants from across the U.S. to join our innovative team.

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Common Interview Questions for Customer Success Specialist
Can you describe your experience with SaaS solutions?

In your response, highlight any previous roles where you managed SaaS products or platforms, emphasizing how you approached customer management, user training, and support. Share specific techniques you used to drive product adoption and customer satisfaction.

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How do you approach building relationships with customers?

When answering, discuss your relationship-building strategies, such as regular check-ins and understanding customer needs. Emphasize your ability to adapt to various communication styles and foster a collaborative environment. Share examples of how you’ve maintained strong customer partnerships in the past.

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What strategies would you implement to help clients increase revenue through our platform?

Focus on sharing your experience with upselling and cross-selling techniques. Detail how you would analyze client usage data, identify opportunities for additional features, and coach them on how to leverage these tools effectively for enhanced revenue generation.

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Tell us about a time you had to handle a challenging customer conversation.

Provide a specific example where you successfully navigated a tough discussion with a client. Explain how you listened actively, empathized with their concerns, and proposed solutions that ultimately satisfied their needs while preserving the relationship.

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What motivates you in a customer success role?

Discuss your passion for helping others succeed. You might mention how seeing clients achieve their goals with your support drives you to continuously improve. Explain how this motivation aligns with Cents' mission of empowering small and medium-sized businesses.

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How do you prioritize your workload when managing multiple accounts?

Illustrate your organizational skills by explaining your approach to prioritization. Discuss tools or methods you use to manage deadlines, keep track of client communications, and ensure timely follow-ups, all of which are essential in a customer success role.

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What do you believe is key to customer retention?

In your answer, highlight the importance of proactive communication, personalized support, and continuous education. Share how keeping customers informed and engaged can prevent churn and lead to a loyal customer base.

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How would you represent the voice of the customer in product development?

Explain how you would gather and synthesize feedback from clients to relay important insights to the product team. Provide examples of times you've effectively advocated for customer needs in previous roles.

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What tools or software have you used for account management?

List the specific tools you have used, such as CRM systems, project management software, or analytics platforms. Explain how these tools helped you manage customer accounts effectively and enhanced your productivity in previous roles.

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How do you stay current with industry trends and best practices in customer success?

Discuss your proactive approach to professional development, such as attending webinars, participating in industry forums, and reading relevant articles. Explain how this knowledge informs your work and helps you provide top-notch service to your clients.

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Here at Cents, we operate on a set of guiding principles and fundamental beliefs that make us what we are. Everyday, we work with each of our values in mind that are the foundation of our business: Innovation: Creating out-of-the-box solutions fo...

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