Senior Customer Success Manager (NYC)

Senior Customer Success Manager (NYC)

New York

Customer Success/Full-Time/Hybrid

Our mission:

Every 7 seconds a worker is injured. The human and economic cost of workplace injuries around the world is $250 billion per year. At Intenseye, we believe that the health and safety of workers is non-negotiable.

Intenseye is a truly disruptive employee health and safety (EHS) SaaS platform powered by cutting-edge AI. Using existing cameras, Intenseye’s AI empowers EHS leaders at Global Enterprises to “see the unseen” hazards and take corrective actions through 24/7 real-time leading indicator data flow. Currently, Intenseye AI protects 100,000+ employees in 25+ countries.

Join Intenseye on the Journey to Zero!

We are seeking a highly experienced Customer Success Manager for our growing US team. The Customer Success team aims to drive an exceptional experience and sustained value for Intenseye customers through building trust and consulting on the Intenseye platform. The outcome is realized by increased value, satisfaction, and renewal and expansion of the customers. Few roles provide such a direct impact on the growth of the company. 

We are seeking a Senior Customer Success Manager to work alongside our global enterprise customers (Fortune 500+) to own their end-to-end success and be responsible for revenue retention, upsell, growth & expansion, and overall customer happiness.

Intenseye is a disruptive company in a new category solving major health and safety issues for our customers. We have a proven product and market fit and are already closing and onboarding enterprise customers. 

Now is an incredibly exciting time to join our growing Customer Success team!

The role:

• Be the trusted advisor and advocate for new US and Global enterprise customers
• Build strong customer relationships and internal teams to ensure successful onboarding, implementation, and ongoing satisfaction and success with our platform.
• Engage customers actively with regular strategy calls to help them achieve their health and safety KPIs while identifying new usage opportunities.
• Collaborate with other departments to ensure adoption and successful renewal
• Determine customer goals and collaborate on customized inbound strategic plans while driving customer accountability.
• Monitor customer health and build associated risk mitigation plans
• Build and maintain onboarding plans to maximise platform usage.
• Resolve customer inquiries by aligning customers with the right resources
• Identify opportunities for upselling, optimize current investment and expansion 

Sound like you?

• Are passionate about customer success and customer experience?
• Current experience of working as a Customer Success Manager ideally within a start-up / scale-up Saas platform company
• At least 5-7 years in a customer success management role; including managing large Global Enterprise customers spanning multi-department implementations
• Experience owning a renewal forecast
• Excellent customer discovery skills
• Experience managing SaaS relationships with C-Suite stakeholders
• Experience working with product management teams strongly preferred
• Strong oral and written communication skills with the ability to conduct strategic presentations to executive stakeholders
• Project and change management skills highly desirable
• Organized with exceptional follow through
• Knowledge of working with any of these technologies would be highly beneficial: Artificial Intelligence (AI), Machine Learning (ML), Deep Learning (DL), Computer Vision
• Can build and nurture relationships with multiple stakeholders at your customers to solidify our partnership and commitment to the customer
• Demonstrate the ability to work well in a geographically-distributed team.
• Bi-lingual in English & Spanish would be highly beneficial

Quick Facts:

• Founded in late 2018 (first paying enterprise customer in Feb 2020)
• Series B announced in March 2024 $ 64m (Lightspeed)
• Team of x110 across our three offices in NYC (5th Avenue), Istanbul & Berlin
• First company to target Health and Safety use cases with AI, ML & Computer Vision (disruptive technology + untapped green-field opportunity)
• Global enterprise account wins via LinkedIn content/in-bound alone
• Privacy by design - We annomise all employees data (GDPR compliant + SOC2)
• Saving lives whilst significantly reducing revenue loss for our customers!

What we offer:

• Hybrid Work - Remote + NYC office (530, Fifth Avenue)
• ESOP Stock Options package
• Comprehensive Family Medical Insurance, Dental & Vision
• 401(k) via Guideline 
• Life Insurance
• Generous Parental Leave: 
• Annual Learning & Development Stipend
• x30 days vacation + public holidays

Hiring Process:

• Zoom meeting with our VP, People - intenseye Introduction (45 mins)
• Zoom meeting with our Head of Customer Success 
• Onsite meeting at NYC office with our Leadership Team (120 mins)
• Zoom interview/Onsite with our CEO (60 mins)
• Reference + Background Checks
• Saving lives and changing the industry with AI-powered health and safety!

Equal Employment Opportunity statement (EEO)

Intenseye is committed to a policy of equal employment opportunity. We recruit, employ, train, compensate, and promote without regard to race, color, age, sex, ancestry, marital status, religion, national origin, physical or mental disability, sexual orientation, gender identity, medical condition, pregnancy, veteran status, genetic information or any other classification protected by state or federal law.