Customer Success Manager (B2B SaaS)

Location: On-site at the NYC headquarters, five days a week; paid relocation support to NYC is available.

Salary: $150,000–$190,000 per year

Company

AI infrastructure platform helping CPG brands manage deductions, production planning, finance, accounting, sales, and operations in one system.

What you will do

• Own net revenue retention across a portfolio of CPG brands, including renewals, upsells, and expansion opportunities.
• Run QBRs, health checks, and executive touchpoints to drive measurable customer outcomes.
• Identify at-risk accounts and execute proactive retention strategies.
• Advise customers on using the platform, troubleshoot issues, and relay feedback to the product team.
• Build relationships with customer champions and economic buyers while understanding business goals, KPIs, and workflows.
• Translate customer feedback into product and roadmap insights and collaborate on case studies and customer-facing content.

Requirements

• 3+ years of experience in Customer Success, Account Management, or another customer-facing role at a B2B SaaS company.
• Demonstrated ownership of net revenue retention and experience with renewals, account growth, and commercial conversations.
• Data-driven approach using health scores, usage data, and NRR metrics.
• Comfort working with ambiguity and improving playbooks and processes.
• Ability and willingness to work at the NYC headquarters five days per week.

Culture & Benefits

• Meaningful equity in the company.
• Fully paid employee health coverage through Aetna, plus dental and vision coverage through Guardian.
• Carrot Fertility Pro and 12 weeks of paid parental leave.
• Unlimited PTO and regular four-day holiday weekends.
• 401(k), relocation support, and a fully equipped workspace with a $200 personalization stipend.
• Catered Friday lunches, team dinners, unlimited coffee and snacks, and products from partner brands.