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 for Scaled Accounts at Cassidy are responsible for ensuring our customers successfully adopt Cassidy and drive real, measurable value from the platform. You'll work closely with a high volume of customers after the sale to understand their workflows, guide implementation, and help them expand usage as their needs evolve. In addition to your customer success responsibilities, you'll own L1 support, serving as the first line of defense for technical issues and customer inquiries.

This role sits at the intersection of product, operations, support, and relationships. You'll be a trusted partner to customers at scale, helping them turn AI agents and automations into durable parts of how their business runs while ensuring they receive timely, high-quality support.

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

Customer Success & Account Management

• Own post-sales relationships for a portfolio of scaled accounts, from onboarding through renewal and expansion
• Lead engagement with scaled accounts through efficient, high-touch-at-scale motions (webinars, email campaigns, self-serve resources, and strategic 1:1 touchpoints)
• 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
• Monitor customer health, usage, and outcomes to proactively manage risk and identify growth opportunities
• Partner with Sales on renewals, expansions, and strategic account escalations

L1 Support Ownership

• Serve as the first point of contact for customer support inquiries across all communication channels
• Triage, troubleshoot, and resolve technical issues, questions, and bugs efficiently
• Escalate complex technical issues to Product, Engineering, or specialized support teams as needed
• Document common issues, resolutions, and customer feedback to build a knowledge base and improve self-service resources
• Maintain fast response times and high customer satisfaction across support interactions

Help Center & Documentation

• Write high-quality Help Center articles (how-tos, FAQs, troubleshooting), including screenshots/examples, to drive self-serve adoption
• Keep documentation current and consistent as the product evolves (refresh outdated articles and improve clarity/structure over time)

Cross-Functional Collaboration

• Develop repeatable best practices, playbooks, support documentation, and success materials as the Customer Success function scales
• Act as the voice of the customer, capturing feedback and translating it into clear, actionable insights for the Product team
• Coordinate with Product, Engineering, and Sales to ensure seamless customer experiences

What We're Looking For

• 2-3 years of experience in Consulting, Customer Success, Customer Support, CS Operations, or a related customer-facing role
• Experience managing SMB or mid-market SaaS customers at scale 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 written and verbal communication — able to explain complex technical issues simply and clearly to both technical and non-technical stakeholders
• Curiosity to dig deep into customer problems and see them through to resolution, whether through direct troubleshooting or cross-functional coordination
• Strong organizational skills and the ability to manage multiple accounts, priorities, and support tickets simultaneously
• A collaborative mindset and comfort working closely with Sales, Product, Engineering, and Support teams
• Bias toward ownership and problem-solving in fast-moving environments
• Comfortable working in a high-volume, scaled environment with a mix of proactive customer success work and reactive support

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 and Support work as we scale