About Strella

Strella is an AI-powered platform revolutionizing qualitative research with real-time, AI-moderated interviews and automated synthesis. We’re a fast-growing, venture-backed startup working with leading teams in product, marketing, investing, and consumer insights.

We’re looking for a Customer Success Manager to join our hybrid team in New York City. This is a high-impact role for someone who’s proactive, strategic, and passionate about helping customers succeed. You’ll play a key part in shaping how leading companies use Strella to transform their research workflows.

What You’ll Do

You’ll provide both strategic and hands-on guidance to help customers turn their most important questions into actionable insights. You’ll lead end-to-end execution of research projects and build trusted relationships with key accounts to drive customer retention. Success in this role requires a proactive mindset: anticipating needs, identifying opportunities, and jumping in before problems arise. You will work cross-functionality with all aspects of the business including sales, marketing, product and engineering - directly impacting customer satisfaction, retention, and growth. In this role, you’ll:

• Lead all white-glove support and project-based engagements, including project scoping, setup, execution, and delivery of high-quality insights

• Own the end-to-end operational management of customer research projects, proactively monitoring for issues, clarifying needs, and ensuring successful execution - even during off-hours when necessary

• Manage and grow relationships with a portfolio of strategic customers, ensuring account health, driving retention, and increasing customer lifetime value through proactive engagement, resource delivery, and strategic support

• Act as a strategic research advisor to customers, helping them design effective studies, apply best-in-class methodologies, and translate findings into actionable outcomes

• Represent the voice of the customer internally by surfacing trends, market needs, and usability feedback to Product, Engineering, and Customer Success teams, influencing roadmap and product strategy

• Create and scale customer education content including quick-start templates, case studies, training materials, product walkthroughs, and research guides to improve onboarding, self-service, and long-term success

• Provide research expertise across various content formats, including in-person events, speaking engagements, and other content and thought leadership initiatives

Who You Are

• A research expert: You have a strong foundation in qualitative research methods and know how to design, execute, and translate research into insights that drive real business outcome

• Customer-obsessed: You thrive on building trusted relationships with customers. You’re empathetic, proactive, and know how to guide clients toward success with clarity, confidence, and care

• An organized & strategic operator: You manage complexity with ease—juggling multiple research projects, timelines, and stakeholders without losing sight of the bigger picture. You know how to prioritize, execute efficiently, and align day-to-day work with long-term goals

• An excellent communicator and educator: You can break down complex ideas and make them accessible to different audiences (in both written and slide form). You enjoy creating high-impact educational content that empowers others to do great research.

• A thought leader and advocate: You’re comfortable sharing your knowledge publicly through events, workshops, or writing. Internally, you advocate for the voice of the customer and influence product and strategy with insights that matter

• Flexible, resourceful, and proactive: You’re energized by fast-paced environments and take initiative to solve problems before they escalate. You’re willing to roll up your sleeves- and jump in, even outside of normal hours, when it helps a customer succeed

Why Strella?

• Huge greenfield market and early traction with top logos

• Real AI product - customers rave about it

• Massive impact: join early, shape the company

• Competitive salary + early equity + healthcare + flexible PTO

• Hybrid culture, high trust, low ego