- Location
- New York, New York, United States · published
- Type
- Full-time
- Department
- Sales
- Seniority
- Manager
- Source
- Workable
Description
About StructureFlow
StructureFlow is the AI-powered structural intelligence platform that helps legal, finance, tax, and corporate teams model and communicate complex projects, structures and transactions. We're building out North American Client Success capacity so our largest clients have a named, on-the-ground partner for onboarding, training, and day-to-day delivery.
We are hiring for a Senior Client Success Manager to join our team
The CSM role at StructureFlow exists to deliver what our product promises: mastery over complexity. That means taking customers from their first interaction with the platform through to the point where StructureFlow is genuinely embedded in how they work; not a tool used occasionally, but the way they Map, Model, and Move on deals and matters.
You’ll manage a portfolio of accounts across our North American customer base - primarily law firms, PE funds, and accountancy/tax practices - from pre-sales pilots through to onboarding, expansion and renewal. You’ll co-own the client relationship across its full lifecycle, together with the Account Executive assigned to each client.
This isn’t a reactive role. We don’t wait for clients to tell us something isn’t working. We track adoption signals, maintain live health scores, and intervene early, which means you need to be comfortable reading data, drawing conclusions from it, and acting without being asked to.
You’ll also be involved pre-sale: for complex pilots and structured evaluations, you’ll work alongside the Revenue team, contributing the CS perspective on onboarding risk and helping shape what success looks like before the contract is signed.
Our CS function has implemented a clear and structured operational framework, a set of handbook-documented standards, and the tooling to support them, but there’s also real scope to contribute to how things evolve. If you want to inherit a fully codified playbook and execute it, this probably isn’t the right environment. If you want to operate within a structured framework while also helping to improve it, it is.
What you'll be doing:
- Pre-sales pilots - For complex evaluations, work alongside the Revenue team from Selection onwards, contributing the CS perspective on deal quality and continuity before the contract is signed
- Onboarding & first value - Own accounts from contract signature, finalise the Customer Success Plan (CSP), and drive each account to a named first-value milestone on a live piece of work
- Adoption - Move accounts from "this works for a few people" to "this is how we do things" — through proactive health monitoring, QBRs grounded in impact, and cohort expansion.
- Expansion & Renewal - Manage renewals from six months out, maintain a live whitespace plan, and develop expansion opportunities to the point of handoff to the AE.