Senior Customer Success Manager

Onsite · New York, NY · $160,000 – $200,000 + meaningful seed-stage equityAbout FaradayFaraday is automating the back office for the $600B home services industry (think HVAC, plumbing, electrical). Contractors are buried in essential paperwork: permits, warranties, rebates. Our AI agents take on these workflows so projects stay on track, contractors get paid faster, and homeowners get a smoother experience.We've grown 300% in the last nine months and now partner with some of the leading home service brands in the US. Backed by top-tier VCs, we're growing our low-ego, high-output team in Chinatown, NYC.We're growing like crazy and customers love our products, and that growth is creating a very specific problem, which is the reason this role exists. Getting a new customer live across our products is hard: dozens of jurisdictions, hundreds of edge cases, deep configuration inside the customer's own systems, and a lot of critical information that lives only in the heads of our customers. We need someone who can walk into that and crush it.Why this role existsYou'll own getting our customers live across all our products. That means sitting with a contractor's operations team and pulling out how they actually work today: every jurisdiction they file in, every rebate program they touch, every piece of equipment data they capture. Then you configure their systems, design the solution, test it until it doesn't break, and launch it. From contract signed to working smoothly in production, it's yours.What you'll doThis role has three parts. Implementation is our biggest bottleneck right now, so expect it to be the majority of your first six to twelve months. As onboarding gets faster, the balance shifts toward owning your accounts long term.ImplementationOwn new customers from signed contract to live in production across EIQ, Permits, and Rebates. Typically a three to five week sprint spanning discovery, configuration, testing, and <launch.Run> discovery sessions with a customer's operations team to map how they actually work today, including the jurisdiction-by-jurisdiction quirks and edge cases nobody ever wrote downDesign the solution for each customer, including bespoke work where it's warranted, and make the judgment calls on what to customize versus what to push back onDrive down how long it takes to get a customer live. Time-to-live is a number you own, and it should be shorter every time you run this.Turn each implementation into reusable templates, checklists, and configuration patterns so the next one goes fasterOngoing support and account healthOwn success after go-live: define what "working" means for each customer, measure it, and stay accountable for it. A launch that quietly degrades in month two is not a launch.Own the health of your accounts across usage, engagement, and concerns raised. Drive adoption depth, not just go-live: usage, adoption, and revenue expansion are what tell you a customer is actually getting <value.Be> the escalation path when something breaks. Partner with ops and engineering to get it resolved, and keep the customer informed while it's in flight.Intervene early on at-risk accounts with a real recovery plan, not a check-inEnterprise account managementOwn the relationship at our largest brands, from the ops team doing the work day to day up to the executives who signed the dealBuild the customer lifecycle process from scratch: QBR cadence, health scoring, renewals, expansion opportunities, and escalation pathsBe the single point of contact between the customer and everyone at Faraday: ops, engineering, and leadershipWho you areYou get things done. When something is ambiguous and unassigned, you pick it up and finish <it.You>'re relentlessly organized in a way that survives twelve things happening at once. Nothing dropped, nothing <forgotten.You>'re comfortable being the least-expert person in the room, and you'll ask the dumb question five times until you actually understand how something <works.You> write and communicate clearly. A lot of this job is turning a messy two-hour conversation into something precise that other people can act <on.You> have unusually good instincts for when something is a one-off versus a <pattern.You>'re good with customers who are frustrated, busy, or skeptical, often contractors who've been burned by software <before.You>'d rather fix the system than be the hero who does it manually again.Experience5+ years in a customer-facing role where you owned outcomes, not tickets. We're flexible on whether your title said Customer Success.Not RequiredNo experience with permits, rebates, HVAC, or home <services.No> engineering background required. You will partner closely with the engineering team, and the rest of the organization, to deliver industry-leading outcomes to our customers.What this role is notThis is not a strategy role. You'll be in spreadsheets, on screenshares, and on calls with customers.This is not a role with a playbook waiting for you. Part of the job is figuring out what the playbook should be.This is not a remote role.Location & travelOnsite in our Chinatown, NYC office.Occasional travel to customer sites. Infrequent, but expect some.Compensation & benefits$160,000 – $200,000, plus meaningful seed-stage equity. Where you land in the range reflects experience and <scope.Work> on cutting-edge AI with massive real-world impactWork from our beautiful office in Chinatown NYCMedical, dental, vision, commuter, and other benefitsTake what you need vacation policy