Customer Success Manager

Metaforms | New York / Hybrid preferred

What we’re building

Market research still runs on legacy tools, manual workflows, and teams of people stitching together surveys, data processing, project operations, and reporting by hand. Metaforms is building AI-native infrastructure for market research operations - helping leading research agencies automate the work behind complex studies, scale delivery, and turn manual execution into faster, more measurable workflows.

We have strong adoption across enterprise customers and are expanding our US go-to-market team as we grow deeper within major agencies. This role sits at the center of that growth: helping customers realize measurable value, build confidence in AI-powered workflows, and keep expanding their use of Metaforms over time.

The Role

As a Customer Success Manager, you will own the post-sale customer relationship and serve as the primary strategic partner for a portfolio of market research agency customers. Your job is to help customers move from early usage to deep adoption, prove ROI against the success metrics that drove their purchase, and create a clear path to renewal.

This is not a passive support role. You will work with senior operations, research, and delivery leaders to understand how their teams run studies today, where Metaforms is creating leverage, where adoption is blocked, and what needs to happen for the relationship to become durable, valuable, and long-term.

What you’ll do

* Own a portfolio of customer relationships from post-onboarding through renewal, acting as the main point of contact and trusted advisor.

* Build customer success plans tied to each account’s business goals, usage expectations, ROI case, and renewal criteria.

* Drive adoption across key users and teams, identifying where workflows are sticking, where usage is shallow, and where additional enablement is needed.

* Lead regular check-ins and business reviews with clear reporting on usage, outcomes, value delivered, risks, and next-step priorities.

* Partner with customers to quantify impact - including time savings, workflow efficiency, delivery capacity, and operational consistency.

* Identify renewal risk early, create action plans, and coordinate with internal teams to remove blockers before they become commercial issues.

* Surface expansion opportunities through new teams, use cases, products, or workflow areas, while keeping renewal health as the primary measure of success.

* Translate customer feedback into clear product and operational insights for the founders, product, engineering, sales, and support teams.

* Help create repeatable playbooks for customer health, adoption, value tracking, renewal readiness, and executive stakeholder management.

What success looks like

* Customers see Metaforms as a strategic operating partner, not just a tool or vendor.

* Accounts show clear adoption, active usage, and measurable business value well ahead of renewal.

* Renewals are forecasted early, risks are visible, and stakeholders understand the ROI case before commercial conversations begin.

* Customer relationships are multi-threaded across users, operational leaders, and decision-makers.

* Expansion opportunities emerge naturally because customers trust the platform, the team, and the value being delivered.

What we’re looking for

* 3+ years in customer success, account management, implementation, or a similar customer-facing role in B2B SaaS, AI, workflow automation, research technology, or a complex services-enabled environment.

* Strong commercial judgment, with experience supporting renewals, retention, customer health, and expansion signals.

* Ability to build senior relationships and communicate credibly with operations, research, delivery, and executive stakeholders.

* Comfort using product data, customer feedback, and business context to diagnose adoption challenges and create practical action plans.

* High ownership: you follow through, create structure, and keep customers and internal teams moving without needing heavy oversight.

* Clear written and verbal communication; you can simplify complex workflows and make next steps obvious.

* Interest in AI, automation, and how real operating teams can adopt new technology without disrupting the work they already need to deliver.

Nice to have

* Experience with market research agencies, insights teams, survey operations, data processing, research project management, or research technology platforms.

* Experience managing enterprise or strategic accounts with multiple stakeholders and operational workflows.

* Experience in a high-growth startup where customer success was still being built, not simply inherited.

Why this role is exciting

* You will join at a stage where the product is proven, customers are real, and the customer success motion still has room to be shaped.

* You will work close to founders, product, engineering, sales, and support to define how Metaforms delivers long-term customer value.

* You will help traditional research organizations adopt AI in a practical, high-ROI way - not as hype, but as operational leverage.

* You will have a direct impact on renewals, customer trust, product direction, and the way Metaforms scales across the market research industry.

Compensation & benefits

* Competitive salary, bonus potential, and equity

* 401(k) with match

* Top-tier health insurance, with strong company premium coverage

* Unlimited PTO and the encouragement to use it

* Generous equipment, software, and work setup support

* Opportunity to shape an early customer success function at a high-growth AI company