Customer Success Manager

Description:

At Boomerang, we’re on a mission to revolutionize how employers stay connected with their former colleagues. We believe relationships matter and we’re here to provide a simple, affordable, and automated solution that keeps those connections alive. We are a seed-stage company (~ $12M in venture capital from Tier 1 funds) that has assembled some of the best builders, designers, and product minds to reimagine the future of work.

We’re seeking a Customer Success Manager to join our NYC office as one of our first fifteen hires. This is an opportunity to join us on the ground floor, working alongside seasoned founders with a track record of successful companies. As an early member of our team, you'll have the chance to make a significant impact and contribute to our collective vision.

About the Role

As our inaugural CS Manager, you’ll take ownership of the entire customer journey - from onboarding and integration to long-term success and retention. This is a high-impact role for someone who thrives on building strong relationships, navigating complex stakeholder environments, and managing technical implementations.

You’ll be responsible for driving customer outcomes, developing scalable success strategies, and serving as the key point of contact for customers throughout their lifecycle. This role combines strategic thinking with hands-on execution and offers the opportunity to shape and refine our CS function as we grow.

Core Responsibilities

• Own the Customer Lifecycle: Lead onboarding, implementation, and long-term success for a portfolio of new and existing enterprise customers.
• Drive Integrations: Guide customers through technical integrations with their existing HR tools (e.g. Lever, Workday, Dayforce), collaborating with product and engineering as needed.
• Strategic Relationship Management: Build strong, trusted relationships with customers, acting as a proactive partner to help them achieve their goals.
• Monitor Success: Track usage, health metrics, and engagement data to identify opportunities for product adoption, retention, and improvement.
• Act as Customer Advocate: Translate customer feedback into product insights, helping to shape the roadmap and improve their overall experience.
• Process Development: Help define and scale our customer success processes, playbooks, and tooling for a growing team.
• Cross-functional Collaboration: Collaborate with sales, product, and engineering to ensure customers receive a seamless, high-impact experience.

Skills & Experience

• 5+ years of experience in Customer Success or Account Management, ideally in a B2B SaaS or HR Tech startup.
• Hands-on experience working with HR Systems such as ATS & HRIS platforms.
• Strong project management skills and comfort guiding customers through both technical and strategic implementation.
• Exceptional communication & relationship-building skills across stakeholders from HR to IT.
• Proactive, solution-oriented mindset and ability to thrive in a fast-paced startup environment.
• Bonus: Experience with SQL/ building out CS processes and dashboards from scratch.