Customer Success Engineer

CAPSULE; New York (NY); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Competitive salary with equity

Direct impact on a scaling company

In-person team environment in NYC

Job summary

CAPSULE is seeking a Customer Experience Manager in New York to ensure the success of mid-market and enterprise customers, facilitating their onboarding and ongoing engagement with the platform.

The ideal candidate has 2–6 years in technical roles and excels in operational fluency and customer communication. Competitive salary and equity offered, with significant impact on CPG brand operations.

This role emphasizes ownership, problem-solving, and direct contributions to customer satisfaction and company growth.

Qualifications

• 2–6 years in a technical customer success or solutions role.
• Direct experience with enterprise or complex B2B customers.
• Ability to operate in ambiguous, fast-moving environments.

Responsibilities

• Own post-sale experience for mid-market and enterprise customers.
• Assist with complex onboardings, resolving data integration bottlenecks.
• Proactively gather customer feedback and materials.

Skills

Bias to action

Operational and technical fluency

Strong communication

Education

Technical degree

Job description

About Glimpse

Glimpse is the leading AI platform for CPG brands — automating critical back-office workflows like deductions management, revenue recovery, and cash application. Since launching in April 2024, we've grown from 0 to 200+ customers, raised $52M from investors including a16z, 8VC and Y Combinator.

Our AI agents retrieve deduction data, validate charges, automate cash application, and dispute invalid claims — work that would take a full-time employee years to complete. For a $1B CPG brand, a single Glimpse agent reviewed 17,000 deductions in under 24 hours, identifying over $10M in recoverable revenue.

We're building the next-generation suite of services for consumer brands and are looking for exceptional people to help us scale.

About the role

As a Customer Experience Manager at Glimpse, you own the success of our mid-market and enterprise customers. That means getting hands-on: project managing internal stakeholders to unblock data integrations, coordinating with customers to gather the materials needed for our disputing agents, and doing whatever it takes to make each customer successful on the platform.

You’ll also be constantly improving the customer experience - identifying what’s manual, what’s breaking, and what should work better. This is an IC role that rewards people who thrive in ambiguity, move fast, and take pride in turning messy operational problems into clean solutions.

What you'll do

• Own the post-sale experience for mid-market and enterprise customers, driving fast time-to-value and keeping customers active, healthy, and seeing results
• Assist with complex, multi-stakeholder onboardings, coordinating across internal teams and customer contacts to resolve data integration bottlenecks
• Proactively reach out to customers to gather context and materials needed to run disputing workflows effectively
• Monitor customer health and adoption, surface risks early, and intervene before they become issues
• Own inbound support and escalations, responding with speed and clarity and knowing when to pull in other teams
• Identify manual components of the role and build systems to automate or streamline them over time
• Translate customer feedback into clear product input and serve as the voice of the customer with our engineering and product teams
• Partner with Account Managers on renewal and expansion conversations using adoption and health data

What we're looking for

The three things that matter most

• Strong bias to action. You see a problem and move. You don’t wait for a perfect playbook, you write one.
• Operational and technical fluency. You’re comfortable navigating complex products, data flows, and integrations, and you can troubleshoot without escalating everything.
• Strong communication and customer presence. You write clearly, handle tough conversations with grace, and can hold a room whether you’re talking to a CFO or an accountant.

Background

• 2–6 years in a technical customer success or solutions role, or in a high-slope field such as consulting, banking, early-stage startups, and finance/operations-heavy software companies
• Direct experience working with customers, ideally in enterprise or complex B2B environments
• High agency: you’ve operated in ambiguous, fast-moving environments and figured things out without a manual
• You’ve worked to deliver or support customers with a technical product
• (Preferred) Exposure to AI workflow products, finance, accounting, or CPG software
• (Preferred) Experience at an early-stage tech company where the environment was constantly evolving
• (Preferred) Engineering, CS, or technical degree

WHY JOIN GLIMPSE

You’ll join a company that has found genuine product-market fit and is scaling fast — with the infrastructure, capital, and team to match. Your work will directly shape how hundreds of CPG brands run their back office. And you’ll have real ownership: of your accounts, your outcomes, and the AM function itself as we build it from the ground up.

• Competitive salary with meaningful equity
• In-person team in NYC – high ownership, fast feedback loops
• Direct impact on a company growing at an exceptional pace
• A front-row seat to building the operating system for CPG brands

GLIMPSE is an Equal Employment Opportunity Employer. GLIMPSE will consider all qualified applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, marital status, disability, veteran status or any other characteristic protected by law.