Customer Success Manager

How to use this kit

Ground every answer in facts on this page and the original listing. We never invent Glassdoor-style reviews or salaries that are not in our data.

Interview prep

• Walk through how you resolved a high-stakes customer complaint end to end.
• Explain how you coach others on escalated disputes without owning every ticket.
• Describe how you use reports or metrics to spot risk and rebalance priorities.

Fit summary

Strong fit if you enjoy client advocacy, calm escalation handling, and light team leadership in a New York on-site setting. Weak fit if you prefer pure product builds or fully remote work—this listing is New York, NY and not remote.

Day in the role

As a Customer Success Manager at Cents in New York, your day centers on keeping accounts healthy and issues closed. You answer policy and product questions, escalate tough complaints, and coach teammates on complex cases. You scan account or activity reports for risk signals, set priorities and deadlines for support work, and align customers and internal teams on next steps so quality and timelines hold.

Skills to emphasize

• Saylor Academy — Business & Management courses — free
• Google Project Management — Skillshop / free intro resources — free

FAQ from this listing

Is this Customer Success Manager role remote?

No. The listing is New York, NY with remote set to off, so plan for on-site or hybrid expectations as Cents defines them.

What does the occupation data emphasize?

O*NET tasks stress supervising service quality, resolving complaints, coaching on hard cases, reviewing activity records, and setting schedules and deadlines.

Which free learning paths map to this work?

Saylor Business & Management courses and Google Project Management intro resources are listed as free and support operations and delivery skills.

Occupation tasks (O*NET)

Public-domain labor data — prepare examples for 2–3 of these.

• Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
• Resolve customer complaints or answer customers' questions regarding policies and procedures.
• Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
• Review records or reports pertaining to activities such as production, payroll, or shipping to verify details, monitor work activities, or evaluate performance.
• Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.
• Prepare and issue work schedules, deadlines, and duty assignments for office or administrative staff.
• Recruit, interview, and select employees.
• Interpret and communicate work procedures and company policies to staff.

O*NET source

Role overview (listing rewrite)

CUSTOMER SUCCESS MANAGERCENTSNew York, NY Position Summary We are seeking a Customer Success Manager to join our dynamic team at Cents. As a key member of our organization, you will be responsible for ensuring the success and satisfaction of our customers through proactive support and engagement. This role is crucial in driving customer retention and growth within the laundry industry. Key Responsibilities Build and maintain strong relationships with existing clients to ensure their continued satisfaction and loyalty Identify opportunities for upselling and cross-selling Cents' services based on client needs and business goals Provide exceptional customer support, addressing inquiries and issues promptly and effectively Analyze customer data to identify trends and areas for improvement in our platform and service offerings Collaborate with internal teams to enhance the overall customer experience and drive company growth Who We're Looking For We are looking for a highly motivated, detail-oriented, and results-driven Customer Success Manager. Successful candidates will have a proven track record of building and maintaining successful client relationships in a B2B environment. A deep understanding of the laundry industry is preferred but not required. About Cents Cents is revolutionizing the laundry industry with its innovative platform, making it easier for laundromats, dry cleaners, and all garment care businesses to grow, manage, and understand their operations. Backed by top-tier investors like Bessemer, Camber Creek, and Sumeru Equity Partners, Cents has been ranked no. 101 on the Inc 5000 for 2026. Our team is passionate about transforming garment care businesses through modernization and support. How to Apply To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there. We look forward to hearing from you! To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there.

Full job on Get A Job.AI

Questions to ask them

• What does success look like in the first 90 days for this role?
• How is the team structured, and who would I work with most?
• What tools and systems does this role use daily?
• Is the work primarily based in New York, NY, hybrid, or fully remote?