What are the responsibilities and job description for the Customer Success Manager position at Cassidy?
About Cassidy
At Cassidy, we’re building software that helps teams move faster by automating complex, high-leverage workflows with AI. Our platform enables teams to deploy AI agents and automations inside business-critical processes — not just to eliminate busywork, but to handle real operational workflows across the tools they already use.
The Role
Customer Success Managers at Cassidy are responsible for ensuring customers successfully adopt Cassidy and drive real, measurable value from the platform. You’ll work closely with customers after the sale to understand their workflows, guide implementation, and help them expand usage as their needs evolve.
This role sits at the intersection of product, operations, and relationships. You’ll be a trusted partner to customers, helping them turn AI agents and automations into durable parts of how their business runs.
This role is based in New York City and requires working from our office. We value in-person collaboration and expect Customer Success Managers to be on site working closely with the broader go-to-market team.
What You’ll Do
- Own post-sales relationships for a portfolio of customers, from onboarding through renewal and expansion
- Lead customer onboarding and implementation, helping teams deploy AI agents into real workflows quickly and safely
- Understand each customer’s business goals and workflows, and map Cassidy to their most critical use cases
- Drive product adoption by identifying opportunities to expand usage across teams and workflows
- Act as the primary point of contact for customers, coordinating with Product, Engineering, and Support as needed
- Monitor customer health, usage, and outcomes to proactively manage risk and identify growth opportunities
- Partner with Sales on renewals, expansions, and strategic accounts
- Capture customer feedback and translate it into clear, actionable insights for the Product team
- Develop repeatable best practices, playbooks, and success materials as the Customer Success function scales
What We’re Looking For
- 3-8 years of experience in Customer Success, Account Management, Solutions Consulting, or a related customer-facing role
- Experience managing mid-market or enterprise SaaS customers through onboarding, adoption, and renewal
- Strong ability to understand customer workflows and connect product capabilities to business outcomes
- Comfort working with technical products (APIs, integrations, automation platforms, or AI-powered tools)
- Excellent communication skills — clear, direct, and confident with both technical and non-technical stakeholders
- Strong organizational skills and the ability to manage multiple accounts and priorities
- A collaborative mindset and comfort working closely with Sales, Product, and Engineering
- Bias toward ownership and problem-solving in fast-moving environments
Why Cassidy
- Work on a product customers rely on for business-critical workflows
- High-impact role with visibility across the company
- Competitive compensation, equity, and benefits
- A fast-growing, in-person NYC team that values clarity and execution
- Real ownership and the chance to help define how Customer Success works as we scale