Senior Customer Success Manager

<p><strong>Job Title</strong>: Senior Customer Success Manager (CSM)</p> <p><strong>Salary</strong>: $120-150k annually + Equity</p> <p><strong>Location</strong>: New York City (In-Person)</p> <p> </p> <p><strong>About Terial:</strong></p> <p>Terial is disrupting the ~$13+ trillion global construction industry with AI-powered workflow automation software for commercial roofers and contractors. Our platform replaces the fragmented patchwork of spreadsheets, legacy software, and disconnected point solutions that break as companies scale, helping contractors run more efficient and profitable operations. Backed by top-tier investors and serving hundreds of customers nationwide, we’re scaling rapidly and looking to grow our customer success team.</p> <p> </p> <p><strong>Role Overview:</strong></p> <p>As a <span style="text-decoration: underline;">Senior Customer Success Manager (CSM)</span>, you will own the complete post-sale lifecycle for a portfolio of Mid-Market and Enterprise commercial roofing clients, from onboarding and implementation through customer support, ongoing account management, Quarterly Business Reviews, and renewals. You will lead complex, multi-stakeholder implementations delivered virtually or in person, and serve as a trusted advisor to executive and operational stakeholders. You will also carry direct accountability for retention and expansion revenue across your book of business.</p> <p>This is a senior individual-contributor role for someone who wants full ownership of the customer journey for our most strategic accounts. You will report to our Head of Customer Success and work closely with our CEO.</p> <p> </p> <p><strong>Key Responsibilities:</strong></p> <ul> <li><span style="text-decoration: underline;">Onboarding & Implementation</span>:<strong> </strong>Own end-to-end onboarding and implementation for Mid-Market and Enterprise accounts, delivered virtually or in person, guiding multi-stakeholder teams from kickoff through go-live.</li> <li><span style="text-decoration: underline;">Training & Enablement</span>:<strong> </strong>Design and deliver structured virtual and on-site training programs, build customer-facing resources, and enable users at every level - from executives and admins to field foremen. Up to ~25% travel expected.</li> <li><span style="text-decoration: underline;">Relationship Management</span>:<strong> </strong>Serve as the primary point of contact and trusted advisor for senior executives and operational leaders, building long-term trust and advocacy across the account.</li> <li><span style="text-decoration: underline;">Ongoing Account Ownership</span>:<strong> </strong>Own the complete customer lifecycle post-onboarding, including customer support, regular cadence syncs, account health monitoring, and proactive risk mitigation.</li> <li><span style="text-decoration: underline;">Quarterly Business Reviews</span>: Lead QBRs and strategic account reviews, presenting ROI and value narratives that keep executive stakeholders engaged and bought in.</li> <li><span style="text-decoration: underline;">Renewals & Expansion</span>: Own the full renewal process and carry a quota for retention and expansion revenue across your portfolio, identifying and closing upsell and cross-sell opportunities.</li> <li><span style="text-decoration: underline;">Support & Issue Resolution</span>:<strong> </strong>Manage escalations, triage product issues with Engineering, and keep customers informed until resolution.</li> &