Senior Customer Success Manager | New York City
Sales & Business Development, Customer Service · Full-time
USD 115k-115k / year
Posted on Oct 3, 2026
Senior Customer Success Manager
📍 Location
Location: New York
Type: Full-time (In-office 3 days/week), $115k + OTE
🟣 About Us
At Purple Dot, our vision for e-commerce is simple: Everything that gets made, gets sold.
For decades, e-commerce has waited for stock to arrive at the warehouse to sell it. But this "waiting" isn't going well: Nearly 1 in 4 products are never sold. Despite efforts across the industry to increase sell-through once stock arrives, the industry requires a radical rebuild to create sustainability for our planet and to support e-commerce business models long-term.
That's why at Purple Dot, we believe the next 10 years of innovation in this industry will happen before stock arrives at the warehouse. We see a world where some, or even most, stock is sold before it arrives, constantly reducing inventory risk. Whether 1 day, 1 week, 1 month, or 1 year away, Purple Dot helps brands sell more and store less by selling earlier.
Trusted by over 100 leading brands including Mattel, Timex, New Era, Limited Run Games, and Oh Polly, we process millions in pre-orders every month and are proudly leading the category out front. Backed by top investors like OpenOcean, Connect, and Unusual Ventures, we're a 22-person team based in New York, Charlotte, and London and led by second-time founders with a track record of acquisition.
💼 The Role: Senior Customer Success Manager
As a Senior Customer Success Manager, you'll own relationships with brands where Purple Dot is already core to their business, with accounts you're protecting, deepening, and earning the right to keep. That means a different kind of conversation than a typical customer success motion. These brands are sophisticated, have real leverage, and will push back when something isn't working.
A smaller part of your portfolio will be larger businesses where we still have real room to grow, where the job shifts from defending an existing position to expanding into a wider portion of their business over time. Here, the leverage runs the other way: you're earning trust and making the case for a bigger partnership, not defending one you already have.
Across both, you'll need to operate as a trusted, senior-level partner as someone who can hold their own with senior executives and VPs, read the room, and know whether the moment calls for defending what you've built or making the case for more.
✅ What You'll Do
Own a portfolio weighted towards our most deeply-penetrated accounts with a smaller number of larger, less-penetrated accounts mixed in — and be accountable for overall health and growth of your book.
Build senior-level relationships, engaging senior stakeholders, VPs, and other key decision-makers as a strategic partner, not just a point of contact.
Run regular business reviews that go beyond reporting numbers and proactively surface risks, wins, and where the partnership should evolve next.
Anticipate and defuse risk before it becomes churn, reading account signals early and acting on them, not waiting for an escalation.
Handle escalations directly and confidently, coordinating cross-functionally to resolve issues quickly and protect trust.
Stay forward-thinking on product, translating what your accounts are telling you into concrete input for our product-engineering: you're often the first to spot where there is a customer problem worth investing in.