About the Company

Equal Access is partnering with a well-established, fast-growing technology company transforming operations within the hospitality and property management space. The organization supports large-scale short-term rental and boutique hospitality portfolios through a modern platform focused on smart automation, operational efficiency, and elevated guest experiences. Backed by strong investment and operating with a highly innovative, AI-driven culture, the company is currently rebuilding its core technology stack from the ground up, making this an exciting opportunity to join during a pivotal stage of growth and product evolution.

About the Role

The Customer Success Manager will be highly organized, customer-focused onboarding professional to guide new customers from contract through successful platform launch. This role is ideal for someone who thrives in fast-paced startup environments, enjoys simplifying complex workflows for customers, and actively leverages AI tools to improve efficiency, communication, and onboarding processes. You’ll play a key role in shaping the customer experience while helping build a scalable onboarding engine alongside a rapidly growing, AI-driven technology team.

Key Responsibilities

Own onboarding from contract → go-live for new customers
Lead onboarding calls: kickoff, configuration, training, and launch
Build deep product expertise and guide customers through best practices
Create onboarding project plans, checklists, and customer task timelines using AI-assisted tools to keep every engagement moving without manual overhead
Capture detailed customer insights and surface them as structured, actionable feedback for the Engineering team using Claude and our internal tooling to synthesize patterns across accounts, not just anecdotes
Partner with the Customer Success & Solutions Lead to iterate on onboarding processes, playbooks, and documentation
Develop onboarding content (guides, videos, templates) faster and at higher quality by building with AI, not around it
Monitor health signals and proactively remove blockers
Ensure customers complete onboarding confident, trained, and ready to succeed

Ideal Candidate

Thrive in fast-moving, high-growth environments where you build while doing
Enjoy speaking with customers and can make complex concepts simple
Organized, detail-oriented, and comfortable managing multiple customers at once
Learn products quickly, especially technical workflows
Reach for AI tools first you use Claude, Notion AI, or similar to draft, summarize, and systematize before doing anything manually
Communicate clearly, directly, and proactively with customers and teammates
Take ownership and don't wait for someone to hand you structure you build it, then automate it

Required Skills & Experience

1–3 years in SaaS onboarding, customer success, account management, consulting, or similar role
Experience running customer meetings and guiding customers through technical setup
Familiarity with CRM/CS systems (HubSpot, Intercom, Notion, Zendesk, etc.)
Comfortable using AI tools (Claude, ChatGPT, or similar) in your daily workflow for drafting communications, building documentation, summarizing calls, or automating repetitive tasks
Bonus: you've used no-code or light-code tools (Zapier, n8n, etc.) to automate something in a past role
Bonus: experience at a startup
Bonus: experience in hospitality, property management, or related industries

What Success Looks Like

Customers complete onboarding on time and clearly understand how to use the product
Onboarding time-to-value decreases through your improvements including improvements you built with AI
You and the CS Lead build the onboarding engine together, turning it into a repeatable, scalable motion
Customers finish onboarding excited, confident, and positioned for long-term success
Internal teams know exactly what's working and what needs to be improved because you communicate insights consistently and you use AI to make that communication faster and sharper

Compensation

On-Target Earnings (OTE): $130,000 - $140,000
Competitive base salary + uncapped commission
Equity Ownership
401k match
Health insurance
Fully in-office role at our NYC headquarters

Why EqualAccess

EqualAccess partners with best-in-class organizations and supports candidates beyond placement. Every professional we place receives 3 months of post-hire coaching and career support, ensuring long-term success and growth

EqualAccess

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