Customer Success Manager

About Cents

Cents is a New York-based technology company transforming the laundry industry. We provide an all-in-one, business-in-a-box platform that helps laundromats, dry cleaners, and other garment care businesses start, manage, and grow their operations. Our team is built of passionate technology experts focused on supporting and empowering SMBs.

Backed by top-tier investors, Cents is ranked No. 101 on the Inc. 5000 for 2026 and is continuing to scale.

About the Role

The Account Manager role requires an entrepreneurial spirit, openness to frequent change, and a passion for helping small business owners grow. You will play a key role in managing account relationships and building revenue by guiding operators through the full lifecycle with Cents.

As part of the customer success team, you will work with Cents users located across the U.S. Your primary goal is to ensure accounts are transacting via the Cents POS platform and to help laundromat owners leverage the platform to increase revenue and streamline operations. You will have the tools, support, and resources needed to drive adoption and sales through the Cents platform. You may also collaborate with other teams and product areas related to hardware and platform capabilities.

The ideal candidate has prior experience managing accounts in SaaS and the confidence to conduct customer conversations related to upselling, cross-selling, and expanding usage. You are tech-savvy, self-sufficient, and maintain a motivated, positive attitude. You must be relationship-oriented and comfortable educating clients on the value of our software and hardware tools, including handling occasional difficult conversations.

Key Responsibilities

• Be a key player in the handoff from sales to onboarding as a customer’s champion
• Conduct lifecycle check-ins with operators and ensure ongoing product education is completed
• Drive revenue across your book of business by implementing new features and communicating value propositions
• Build and maintain an opportunity pipeline; upsell, cross-sell, expand, and retain as opportunities arise
• Gather and funnel client feedback to the product team and represent the customer voice in product scope sessions
• Perform ad hoc responsibilities as required

Requirements

• B.A., B.S., or equivalent degree preferred (not required)
• At least 6 months to 1 year of inside sales or account management experience
• SaaS experience preferred (not required)
• Tech-savvy with the ability to conduct virtual presentations (e.g., via Zoom) and troubleshoot issues as they arise
• Strong organizational skills, attention to detail, and task-oriented approach
• Excellent written and verbal communication skills
• Self-starter and team player mindset
• Ability to work effectively in a fast-paced environment

Benefits Overview

• Great compensation packages and comprehensive health benefits
• Laundry stipend and gym stipend
• Access to learning opportunities through the team and network of advisors and investors
• Equity options

Additional Benefits

• Unlimited PTO and 12 paid holidays
• Gym, laundry, and work-from-home/commuter stipend
• Parental leave—up to 14 weeks fully paid for new parents
• Health benefits including medical, dental, vision, mental health support, parental leave, life and AD&D insurance, and disability
• 401(k)