Customer Success Manager
Strella
Location
Strella HQ (New York City)
Employment Type
Full time
Location Type
Hybrid
Department
CX
About Strella
Strella is an AI-powered platform revolutionizing qualitative research with real-time, AI-moderated interviews and automated synthesis. We’re a fast-growing, venture-backed startup working with leading teams in product, marketing, investing, and consumer insights.
We’re looking for a Customer Success Manager to join our hybrid team in New York City. This is a high-impact role for someone who’s proactive, strategic, and passionate about helping customers succeed. You’ll play a key part in shaping how leading companies use Strella to transform their research workflows.
What You’ll Do
You’ll provide both strategic and hands-on guidance to help customers turn their most important questions into actionable insights. You’ll lead end-to-end execution of research projects and build trusted relationships with key accounts to drive customer retention. Success in this role requires a proactive mindset: anticipating needs, identifying opportunities, and jumping in before problems arise. You will work cross-functionality with all aspects of the business including sales, marketing, product and engineering - directly impacting customer satisfaction, retention, and growth. In this role, you’ll:
Lead all white-glove support and project-based engagements, including project scoping, setup, execution, and delivery of high-quality insights
Own the end-to-end operational management of customer research projects, proactively monitoring for issues, clarifying needs, and ensuring successful execution - even during off-hours when necessary
Manage and grow relationships with a portfolio of strategic customers, ensuring account health, driving retention, and increasing customer lifetime value through proactive engagement, resource delivery, and strategic support
Act as a strategic research advisor to customers, helping them design effective studies, apply best-in-class methodologies, and translate findings into actionable outcomes
Represent the voice of the customer internally by surfacing trends, market needs, and usability feedback to Product, Engineering, and Customer Success teams, influencing roadmap and product strategy
Create and scale customer education content including quick-start templates, case studies, training materials, product walkthroughs, and research guides to improve onboarding, self-service, and long-term success
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Provide research expertise across various content formats, including in-person events, speaking engagements, and other content and thought leadership initiatives
Who You Are
A research expert: You have a strong foundation in qualitative research methods and know how to design, execute, and translate research into insights that drive real business outcome
Customer-obsessed: You thrive on building trusted relationships with customers. You’re empathetic, proactive, and know how to guide clients toward success with clarity, confidence, and care
An organized & strategic operator: You manage complexity with ease—juggling multiple research projects, timelines, and stakeholders without losing sight of the bigger picture. You know how to prioritize, execute efficiently, and align day-to-day work with long-term goals
An excellent communicator and educator: You can break down complex ideas and make them accessible to different audiences (in both written and slide form). You enjoy creating high-impact educational content that empowers others to do great research.
A thought leader and advocate: You’re comfortable sharing your knowledge publicly through events, workshops, or writing. Internally, you advocate for the voice of the customer and influence product and strategy with insights that matter
Flexible, resourceful, and proactive: You’re energized by fast-paced environments and take initiative to solve problems before they escalate. You’re willing to roll up your sleeves- and jump in, even outside of normal hours, when it helps a customer succeed
Why Strella?
Huge greenfield market and early traction with top logos
Real AI product - customers rave about it
Massive impact: join early, shape the company
Competitive salary + early equity + healthcare + flexible PTO
Hybrid culture, high trust, low ego