Customer Success Manager

About the role

Basis is deployed with the top accounting firms in the country. As our customer base grows, so does the long-term opportunity we hold with each firm - expanding across practices, deepening adoption, and growing into a mission-critical platform. We're building a dedicated Customer Success function to own those relationships.

You'll own a portfolio of enterprise accounts directly - driving adoption, expansion, and renewal across some of the most important firms in the country. Reporting to the Customer Success Lead, you'll help shape the CS playbook and build the relationships that turn Basis into a mission-critical platform at one of the fastest-growing companies in AI.

What you'll do

• Own a portfolio of enterprise accounts: drive adoption, expansion, and renewal
• Run the customer relationship end to end, from onboarding through renewal
• Contribute to the CS operating model: account health metrics, handoff playbooks, and renewal processes
• Partner with the Deployed Intelligence team on the handoff from deployment to long-term customer ownership
• Partner with Account Executives on QBRs, expansion opportunities, and ARR growth

What you'll bring

• 3-5 years of experience owning enterprise customer relationships in a CS or account management role
• Direct ownership of a renewal and expansion number against a portfolio of six- and seven-figure enterprise accounts
• Track record of driving adoption and retention across complex, multi-stakeholder accounts
• Energized by running a customer call and owning the outcome

Bonus if you have

• Background at a vertical SaaS or professional services platform
• Experience selling into or supporting accounting, audit, or finance firms
• Experience deploying AI products into regulated industries

What we look for

• Strong commercial instinct: thinks in terms of revenue outcomes; identifies expansion opportunities, manages complex renewals, and spots churn risk before it becomes a problem
• Builder: energized by helping shape the playbook of a rapidly scaling function
• High agency: takes ownership and moves fast without waiting for perfect information
• Executive presence: comfortable holding senior-level conversations with firm partners and C-suite stakeholders
• Office lover: prefers shouting across a room over a Slack message, seeking full-time in-office in NYC

Benefits at Basis

We offer a competitive and thoughtful benefits package designed to support your physical, mental, and financial well-being:

• Health & Wellness: Premium Medical, Dental, and Vision coverage; Life Insurance; and 6 coaching & 6 therapy sessions through Spring Health.
• Basis will cover 100% of your Wellhub Gold membership.
• Wellhub gives you access to gyms like Lifetime, SoulCycle, NYSC and so many more - as well as access to wellness apps like Strava & Headspace!
• Time off: Unlimited PTO + 12 paid company holidays.
• In-Office Perks: Daily meal stipends, a fully stocked kitchen, and $300 toward your custom desk setup.
• Financial Benefits: Pre-tax commuter benefits and 401(k) retirement plan
• Team Culture: Monthly office activities and frequent optional team happy hours.
• Parental Leave