Customer Success Manager

What You'll Do

• Retention & 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

Compensation Range

$150K - $190K