Customer Success Specialist

Are you ready to be part of a team revolutionizing an entire industry with no true competition? The laundry industry is a $40+ billion market, and the Cents platform is empowering laundromats, dry cleaners, and garment care businesses to grow, manage, and understand their operations through modern technology. Backed by top-tier investors like Bessemer, Camber Creek, and Tiger Global, Cents is one of the fastest-growing vertical SaaS companies in the U.S., and we’re just getting started. Already profitable and growing incredibly quickly each year, we have entered the best stage of being a startup.

About Cents

Cents is a New York-based technology company passionate about transforming the laundry industry and dedicated to enabling new ways of working, earning, and living. Our all-in-one, business-in-a-box platform empowers operators with the tools they need to start, manage, and grow their businesses. By building the market-leading SaaS and hardware solution for this industry, we aim to modernize garment care and outsource laundry day to local businesses.

Our team is full of passionate technology experts obsessed with supporting and empowering SMBs. We feel the unique responsibility and opportunity we have to elevate an industry. We’re adding great talent to help achieve this mission, and that’s where you come in!

About the Role

As a Customer Success Manager at Cents, you should have a true entrepreneurial spirit, be open to frequent change, and have a passion for helping small to medium sized business owners grow and optimize their operation. Our company is revolutionizing how laundromat owners use software and hardware solutions, and your goal is to help guide them through their lifecycle with Cents.

You will play a key role in managing account relationships and building revenue for customers across the U.S.. It is your responsibility to ensure that all of your accounts are transacting through Cents POS, and educate laundromat owners on how they can increase their revenue through new features and product adoption. You will have all the tools, support, and resources to enable customers to grow their business through Cents. You will collaborate with cross-functional teams, and have the opportunity to work directly with new features Cents offers regarding hardware and product.

About You 

The ideal candidate has prior experience managing accounts in SaaS solutions and the confidence to have customer conversations related to product adoption, upselling, cross-selling, or expanding. Additionally, you are tech-savvy, self-sufficient, motivated, and positive. You must be relationship-oriented, collaborative, and yearning to constantly improve. You need to be comfortable educating clients on the value and benefits of our software and hardware tools while handling the occasional uncomfortable conversation.

We are hiring hybrid in the NYC metro area, and open to fully remote candidates across the U.S..

• Be a key player in the handoff from the onboarding specialist to the customer's main point of contact for all their needs.
• Develop and maintain meaningful partnerships with customers to successfully manage a book of business for 150-300 customers.
• Regularly conduct lifecycle touchpoints with operators and ensure the continued education of the product is completed.
• Monitor your accounts closely to ensure they are transacting via the Cents POS platform and advise on how to increase their revenue.
• Build revenue throughout your business book by implementing new features and value propositions.
• Upsell, cross-sell, expand, and retain as opportunities present themselves.
• Funnel feedback from clients to the product team and represent the voice of our clients during any product scope sessions.
• Ad Hoc responsibilities as required.

• B.A, B.S. or equivalent degree preferred, but not required.
• At least 6 months to 1 year of inside sales or account management experience.
• Experience in SaaS is preferred but not required.
• Tech-savviness with an ability to conduct presentations virtually using Zoom and troubleshoot any complications that arise.
• Organizational skills, detail, and task-oriented.
• Excellent written and verbal communication skills.
• Self-starter & Team player mindset.

• Ability to work effectively in a fast-paced environment.

About Us

There’s a Laundry List of Why You’ll Love Working at Cents!

We are leaders - Leadership is not exclusive to the management team, but something everyone at Cents embraces and wants to get better at.

We are overachievers - The only true way to predict the future is to build it yourself. No excuses. Give 100% at all times.

We are students - We’re not afraid to dig in and uncover the truth, even if it’s scary or inconvenient. Everyone here is continually learning on the job, no matter if we’ve been in a role for one year or one minute.

We are committed to diversity and tight knit community - We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of the best and brightest from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

Benefits and Perks

We offer great compensation packages, and comprehensive health benefits, & believe in a strong cohesive team atmosphere. Work from-home office stipend, virtual team events, and access to learning opportunities from our team and network of advisors, and investors are just the starting point.

- Competitive salary

- Equity

- Paid PTO and holidays

- Remote-first with offices in New York City and San Francisco

- Health benefits, including medical, dental, vision, mental health support, parental leave, life and AD&D insurance, and disability

- 401(k)

- Work-from-home and commuter benefit

- Laundry reimbursements to support our customers’ businesses

- Comprehensive training, learning, and development programming

- Access to hundreds of discounts and rewards from renowned vendors including deals on health & wellness, travel, dining, auto insurance, and so much more!

Please be aware that all legitimate recruitment communications from Cents will come through our official channels (@trycents.com email domain, our official careers page, or verified phone calls following email introductions). Also please note that we will never ask for money or sensitive financial information.

If you are contacted through other means or asked for such details, please assume that the communication is not legitimate. Please forward any such communications to us at concerns@trycents.com and we can confirm this for you.