Customer Success Manager

This role is based in NYC with a hybrid in-office experience. Our team works in the office 3 days every week with an additional 2 months of remote flexibility.

Compensation: $90-120K (Base + OTE) & Equity

Company Overview

Jones is a vertical AI company that helps real estate and construction firms make smarter decisions about insurance so they can boost efficiency and mitigate risk. Across more than 2.5 billion square feet of real estate and construction projects, Jones enables clients to leverage AI, software, and data to accelerate and strengthen insurance verification, collection, integration, and decision-making across commercial and residential asset classes.

Jones has experienced rapid growth driven by the urgent need to modernize the outdated risk and compliance workflows in real estate and construction. As we scale, our Customer Success team is evolving to play a more strategic role in driving both customer outcomes and revenue growth.

Position Overview

We’re looking for a sharp, proactive, and commercially-minded Customer Success Manager who can own a portfolio of enterprise and mid-market accounts, drive adoption, and generate expansion revenue.

At Jones, Customer Success is not just about retention- it’s about owning outcomes and driving growth. You will act as a trusted advisor to your customers while identifying opportunities to expand partnerships and increase account value. You will also support light solutioning and troubleshooting to ensure customers are unblocked and successful, while increasingly focusing on relationship management, strategic guidance, and driving revenue growth.

This is a role for someone who is analytical, resourceful, and energized by working cross-functionally to solve problems, drive adoption, and uncover growth opportunities.

What You’ll Do

• Account Ownership: Manage a portfolio of enterprise and mid-market customers, acting as the primary point of contact and strategic advisor.
• Adoption & Enablement: Drive onboarding, training, and ongoing enablement to ensure customers fully adopt and extract value from the Jones platform.
• Expansion & Growth: Identify, develop, and progress upsell and cross-sell opportunities aligned to customer goals; partner with internal teams to close and expand accounts.
• Renewals & Retention: Own renewal strategy and execution, proactively mitigating churn risk and ensuring strong retention and contract growth.
• Customer Strategy: Conduct regular business reviews, build account plans, and align on long-term success metrics and milestones.
• Solutioning: Support light technical troubleshooting and workflow guidance to unblock customers and accelerate time-to-value, partnering with Product and Support for more complex needs.
• Customer Advocacy: Gather and communicate product feedback, partnering with Product, Engineering, and GTM teams to improve the customer experience.
• Cross-Functional Collaboration: Work closely with Sales, Support, Product, and Operations to drive outcomes and refine scalable customer success processes.

Who You Are

• 3–6+ years of experience in Customer Success, Account Management, or similar roles in SaaS or technology
• Proven ability to drive upsell, expansion, or commercial outcomes in addition to retention
• Strong problem-solver who is comfortable navigating both strategic conversations and hands‑on execution
• Excellent communication and relationship‑building skills, including experience working with senior stakeholders
• Strong executive presence‑able to build trust with stakeholders at all levels and confidently lead customer interactions to drive alignment and outcomes (both virtually and in person)
• Highly organized and able to manage multiple accounts and priorities simultaneously
• Data‑driven mindset; comfortable using product usage and customer data to inform decisions
• Self‑motivated and proactive — you take ownership and don’t wait for direction
• Comfortable working across tools and systems (CRM, analytics, customer success platforms)
• Experience with onboarding, implementation, or light technical troubleshooting

Our Culture

Our goal is to build a company where people feel ownership of their role and are able to grow and enrich their skills and experience. We also want to create an environment where people are challenged and encouraged to be entrepreneurial. We rely on our team to help identify and take action on initiatives that can move our business forward.

Elements of our culture that can be seen in every one of our people are the following:

• Fall in love with problems – We are obsessed with solving customer problems because it’s in our DNA — actively listening to customer challenges and treating them like our own.
• Give help generously – We hire and nurture brilliant people who are generous with their time, skills, and perspectives. This generosity compounds across the company.
• Own super lean – Every day we make vital decisions that shape the future of our company. We hold ourselves accountable to these decisions in order to build a durable, powerful business.
• Take care of yourself – Building a category‑leading company is hard. It can only be achieved by encouraging and enabling our team’s mental, emotional, and physical well‑being.
• Build trust everywhere – Every Jones experience is designed to give our clients, our team, and our industry unshakable confidence in the integrity of the company.

EEO Statement

Jones is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information