The RoleWe're hiring a Customer Success Manager to own the post-implementation experience for a portfolio of our growing roster of CPG brands. This role sits at the intersection of revenue ownership and customer partnership - you'll be responsible for net revenue retention across your book of business, acting as the connective tissue between customers, product, and go-to-market. You will report directly to the Head of Business Operations.
What You'll DoRetention & Expansion- Own net revenue retention across a book of business, including renewals, upsells, and expansion opportunities
- Run a rhythm of QBRs, health checks, and executive touchpoints that drive measurable customer outcomes
- Identify at-risk accounts early and execute proactive save strategies before churn becomes a risk
- Own customer expansion plays, surfacing upsell signals and co-owning the commercial conversation
Customer Partnership- Serve as a strategic advisor to a portfolio of CPG brands, helping them get maximum value from the Confido platform
- Own Customer Support for a portfolio of CPG brands, helping troubleshoot issues and relaying feedback to the product team
- Deeply understand each customer's business goals, KPIs, and operational workflows to align our product to their success
- Build trusted relationships with champions and economic buyers across accounts
Process & Execution- Apply CS playbooks, onboarding processes, and health scoring frameworks, and surface improvements as you find them
- Use the team's tooling, metrics, and reporting to manage your book with rigor and visibility
Cross-Functional Influence- Synthesize customer feedback into actionable product and roadmap insights for our engineering team
- Collaborate with marketing on case studies, testimonials, and customer-facing content
- Act as the internal voice of the customer across product, sales, and leadership conversations
What We're Looking For- 3+ years in Customer Success, Account Management, or a customer-facing role at a B2B SaaS company, with demonstrated ownership of net revenue retention
- A commercial mindset: you understand how to grow accounts, navigate renewal conversations, and partner with sales
- Data-driven approach to managing a book of business: health scores, usage data, and NRR are second nature to you
- Comfortable with ambiguity and excited to operate within - and improve - playbooks and processes
- Excited to be in our NYC headquarters 5 days a week
Perks + Benefits- Equity - own a piece of what you're building
- Fully paid health coverage with Aetna (we cover 100% of premiums)
- Top-tier dental and vision through Guardian
- 12 weeks paid parental leave
- Unlimited PTO, plus regular 4-day holiday weekends we actually take
- 401(k) through Vestwell
- Paid relocation - we'll get you here
- Full desk setup on day one (laptop, monitor, keyboard) + a $200 stipend to make it yours
- Catered Friday lunches, team dinners on us, and unlimited coffee + snacks featuring our own brands
