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Customer Success Manager
Full-time
EqualAccess is partnering with a well-established, fast-growing technology company transforming how short-term rental and boutique hospitality portfolios run day-to-day through smart automation, operational efficiency, and guest experience. This is a fully on-site role in NYC with an AI-driven culture.
The Role
The Customer Success Manager owns the onboarding journey for new customers, from signed contract through confident, successful platform launch. You will run kickoff calls, guide configuration and training, build project plans, and work closely with the CS and Solutions Lead to make onboarding faster and more repeatable over time. This is a hands-on, customer-facing role where you are building the engine while running it. This is not an account management or renewal-focused role, nor a support or reactive helpdesk function.
Required Experience & Traits
1 to 3 years in SaaS onboarding, customer success, account management, consulting, or a comparable customer-facing role.
Comfortable running customer meetings end-to-end, including kickoffs, configuration walkthroughs, and training sessions.
Familiarity with CRM and CS tooling (HubSpot, Intercom, Notion, Zendesk, or similar).
Active, daily use of AI tools such as Claude or ChatGPT for drafting communications, summarizing calls, building documentation, or removing repetitive manual work.
Organized and detail-oriented, able to manage multiple customer engagements simultaneously.
Bonus: experience with no-code or light-code automation tools (Zapier, n8n), or a background in hospitality or property management.
Key Responsibilities
Own the full onboarding lifecycle for new customers, leading all kickoff, configuration, training, and launch calls, and building project plans and timelines.
Use AI tools (Claude, Notion AI, and internal tooling) to create project plans, draft communications, and synthesize patterns across accounts into structured feedback.
Develop onboarding content including guides, videos, and templates, and continuously reduce manual overhead through automation.
