Customer Success Manager

Subtotal is a fast-growing, seed-stage B2B software startup focused on enhancing the customer experience in retail. The Customer Success Manager will lead onboarding, drive pilot-to-paid conversions, and ensure customers achieve value quickly while identifying barriers to adoption and expanding revenue.

Responsibilities:

• Lead onboarding calls, guide technical implementation, and get customers to value quickly
• Coordinate with AEs to flag risks that could prevent pilot-to-paid conversion
• Maintain a high pilot-to-paid conversion rate
• Proactively check in on accounts and respond to inbound questions quickly
• Identify barriers to adoption and full feature use
• Run trainings, Q&A sessions, and recurring check-ins
• Build customer education materials—video walkthroughs, user guides, email content
• Drive expansion revenue (increase NRR)
• Surface feature requests and product gaps to inform our roadmap
• Document best practices and build templates for customer engagement across our brand personas
• Help iterate on internal processes to reduce friction for customers
• Take on additional projects that move the needle

Requirements:

• 2-3 years in a customer-facing role at an early-stage B2B SaaS startup
• Ability to articulate complex concepts simply, both written and verbal
• Knack and passion for process improvement, documentation, and operational efficiency
• Comfortable with technical products
• Familiarity with modern SaaS tools like Slack, Notion, HubSpot, and Linear
• Genuine interest in the retail, CPG, or consumer data space
• Retail, CPG, or consumer data experience