Customer Success Manager
Where this role is available
Collapsed by default to keep the job description easy to scan.
- New York, United States
- New York City, United States
Role summary by JobGrid
Customer Success Manager at subtotal: New York, United States, New York City, United States; On-site; Customer Support & Success. JobGrid adds normalized role facts, source context, and a path to the employer application page so candidates can compare the listing before applying.
- Location and workplace: New York, United States, New York City, United States, On-site
- Role classification: Customer Support & Success
- Source freshness: checked by JobGrid on 2026-05-30.
- Application path: candidates continue to the employer application page with non-personal referral tags.
Who We Are
Subtotal is a fast-growing, seed-stage B2B software startup helping brands take ownership of the customer experience in their largest channel: retail. We connect shoppers, brands, and retailers through a modern data platform that makes retail purchases visible and actionable.
We're early, building fast, and looking for someone who can turn our customer base into a durable engine for retention and growth.
What You'll Do
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
Who You Are
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
Retail, CPG, or consumer data experience preferred; genuine interest in the space is required
What We Offer
Base salary $90K - $110K
Performance-based variable compensation
Meaningful equity
Fully paid health insurance for you and your family