Customer Success Manager

Subtotal; New York (NY); On-site; USD 90,000 - 110,000; Full time

Benefits offered by this job

Performance-based variable compensation

Meaningful equity

Fully paid health insurance for you and your family

Job summary

Subtotal is seeking a Customer Success Manager in New York, NY to lead onboarding and technical implementation for clients. You will support customers to ensure a high pilot-to-paid conversion rate and address their needs proactively.

The ideal candidate has 2-3 years in a customer-facing role at a B2B SaaS startup, along with excellent communication skills and a familiarity with modern SaaS tools.

This position offers a competitive salary range of $90K - $110K, performance-based compensation, and full health insurance coverage.

Qualifications

• 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 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.

Responsibilities

• Lead onboarding calls and guide technical implementation.
• Maintain a high pilot-to-paid conversion rate.
• Proactively check in on accounts and respond to inbound questions.
• Run trainings and recurring check-ins.
• Document best practices and build templates for customer engagement.

Skills

Customer-facing role at a B2B SaaS startup

Ability to articulate complex concepts

Process improvement and operational efficiency

Comfort with technical products

Familiarity with SaaS tools like Slack, Notion, HubSpot

Experience in retail or consumer data

Job description

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