Customer Success Manager

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

Benefits offered by this job

Equity

Paid Relocation

Unlimited PTO

401(K) through Vestwell

Provided MacBook

Fully Paid Health, Dental, and Vision plans

Catered Lunches on Fridays

Free team dinners

Unlimited coffee and snacks

Job summary

Confido, based in New York, is seeking a Customer Success Manager to enhance customer experience across various CPG brands. In this role, you will be responsible for net revenue retention, ensuring customer satisfaction and driving expansion opportunities.

The ideal candidate has over 3 years of experience in Customer Success or Account Management at a B2B SaaS company, supported by a strong data-driven approach. We offer compelling perks, including equity and unlimited PTO.

Qualifications

• 3+ years in Customer Success or a customer-facing role at a B2B SaaS company.
• Demonstrated ownership of net revenue retention.
• Data-driven approach to managing a book of business.

Responsibilities

• Own net revenue retention across a book of business.
• Serve as a strategic advisor to customers.
• Synthesize customer feedback into actionable insights.

Skills

Customer Success Management

Account Management

Data Analysis

Relationship Building

Job description

Confido is the AI infrastructure powering CPG brands from deduction to production plan. We unify cash application, deductions, disputes, trade promotion management, forecasting, demand planning, and analytics in one integrated platform. The result: measurable time savings, smarter top- and bottom-line decisions, and the speed to scale.

Confido is trusted by 200+ brands managing $20B+ in revenue, including OLIPOP, Simple Mills, Dr. Squatch, Tropicana, and more.

We’ve achieved best-in-class growth and recently raised a $15M Series A led by Footwork Ventures and Y Combinator to accelerate our momentum.

The Role

We're hiring a Customer Success Manager to own the post-implementation experience for a portfolio of our growing roster of CPG brands. This role sits at the intersection of revenue ownership and customer partnership — you'll be responsible for net revenue retention across your book of business, acting as the connective tissue between customers, product, and go-to-market. You will report directly to the Head of Business Operations.

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

Perks + Benefits

• Equity

• Paid Relocation

• Unlimited PTO

• 401(K) through Vestwell

• Provided MacBook

• Fully Paid Health, Dental, and Vision plans

• Catered Lunches on Fridays

• Free team dinners

• Unlimited coffee and snacks featuring our brands

Confido provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.