Customer Success Manager
Warp
Location
New York
Employment Type
Full time
Location Type
On-site
Department
Customer Success
Compensation
- $100K – $135K • 0.15% – 0.25%
About Warp
Warp is an automated back-office platform for startups.
Warp lets you set up HR, payroll, and tax compliance for your team in just 10 mins. Using AI Agents, we automate all state tax registrations and filings, monitor for compliance across hundreds of tax jurisdictions, enabling founders to never waste time on HR ops ever again.
We have raised $24M from top investors like Y Combinator, A-Star, Elad Gil, Drew Houston (CEO, Dropbox), Arash Ferdowsi (CTO, Dropbox), Balajis, Kyle Vogt (CEO, Cruise Automation) and SV Angel.
Some of the fastest growing startups today already run on Warp. We are growing quickly, and are on track to be processing $1BN in payroll transactions annually by end of 2025. In this next phase, we have some amazing infra, engineering, product, and GTM opportunities ahead of us this year, and we are looking for exceptional members to join us for this adventure.
About The Role
We're hiring a Customer Success Manager to own strategic customer relationships and drive measurable business outcomes across a portfolio of accounts. You'll ensure customers maximize value from our payroll and tax solutions while identifying opportunities for growth and expansion. You'll serve as the trusted advisor to your customers, combining deep product expertise with business acumen to influence their success and drive retention.
What You’ll Do
Own and manage a portfolio of customer accounts, serving as their primary strategic partner
Drive customer onboarding and implementation, ensuring successful adoption and time-to-value
Conduct regular business reviews with customers to track progress against goals and identify expansion opportunities
Proactively identify and mitigate churn risk through health monitoring and strategic interventions
Partner with Sales on upsells, cross-sells, and renewals within your book of business
Develop deep understanding of customer business needs to provide consultative guidance on payroll optimization
Collaborate cross-functionally with Support, Product, and Engineering to advocate for customer needs and resolve complex issues
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Create and refine customer success playbooks, processes, and best practices to scale our CS function
What You Need
3 - 5+ years of Customer Success, Account Management, or client-facing experience, preferably in SaaS or fintech
Proven track record of managing a book of business and driving retention, expansion, and customer satisfaction metrics
Strong business acumen with ability to understand customer goals and tie product usage to business outcomes
Exceptional relationship-building skills with ability to influence stakeholders at all levels
Experience conducting executive-level business reviews and presenting data-driven recommendations
Self-starter who can prioritize strategically across multiple accounts while meeting targets
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Excellent written and verbal communication skills with ability to simplify complex concepts
Nice To Haves
Experience with payroll, HR systems, or financial services platforms
Familiarity with customer experience and success tools
Background working with early-stage startup customers or in high-growth B2B SaaS
Experience building customer success processes and playbooks from the ground up
Track record of consistently exceeding retention and expansion targets
Technical aptitude with ability to quickly learn complex products
Compensation
On Target Earnings (OTE): $100,000–$135,000 (includes base + variable compensation tied to retention and expansion metrics)
We review all applications, please do not reach out to anyone on the team.
Compensation Range: $100K - $135K