Customer Success Manager, Commercial

Merge Labs; New York (NY); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Unlimited PTO

10 company holidays

Pre-Tax commuter benefits

100% health insurance

Vision insurance

Dental insurance

401K Plan

Home office stipend

In office snacks

Free dinner after 7pm

Job summary

Merge Labs is seeking a Customer Success Manager to help scale a growing software platform. You will own post-sale success from onboarding through renewal, working with sales and professional services to ensure customers achieve their desired outcomes.

The ideal candidate has 3+ years in customer success or account management for software products, a passion for customer advocacy, and the ability to operate with autonomy in a fast-moving startup.

Qualifications

• 3+ years of experience in Customer Success or Account Management for software products.
• Passion for advocating on behalf of customers and representing their interests within Merge.
• Ability to take full ownership of a customer portfolio and make decisions to drive outcomes.
• Entrepreneurial mindset in a fast-moving startup with evolving playbooks.
• Team player and collaboration-focused mindset.

Responsibilities

• Manage 40-50 commercial customers post-sale from onboarding to renewal.
• Escalate and resolve issues swiftly with technical stakeholders at customers.
• Collaborate with sales and professional services to ensure adoption and fit of Merge solutions.
• Identify upsell opportunities and support customer contract renewals.

Skills

Customer Success

Account Management

Software products

Autonomy

Team collaboration

Job description

Merge is the leading provider of agentic tools and customer-facing integrations for frontier LLMs, Fortune 500 organizations, and B2B SaaS companies. Our platform offers three core products: Merge Unified, which enables businesses to add hundreds of integrations to their products with a single API, Merge Agent Handler, which empowers AI agents with secure access to thousands of third-party tools, and Merge Gateway, the control plane for running AI in production. Merge's enterprise-grade platform handles the entire integration lifecycle, from authentication and security to monitoring and maintenance. Thousands of companies trust Merge to accelerate product development, unblock sales, reduce customer churn, and save engineering resources—allowing them to focus on their core product.

Merge is looking for a Customer Success Manager to help lay the foundations for repeatable and consistent revenue growth. You should be driven, adaptable to change and creative as you help us test out new ideas and find what works in the pursuit of building a truly customer-centric process. This is a fantastic opportunity to play a key role in an organization that cares deeply about delivering an exceptional customer experience.

What you will do:

• In the role, you will work directly with technical stakeholders at our customers to escape and resolve issues and challenges swiftly and effectively

• You will manage our customers' post-sales journey from onboarding to renewal and collaborate with sales and technical services to ensure customers are adopting Merge and that we are properly supporting their use cases

• The expectation will be to manage 40-50 commercial customers

• Your goal will be to ensure customer satisfaction as a whole, enhance customer experience working with Merge, help identify upsell opportunities, and play a key part in supporting customer contract renewals

The ideal candidate will have:

• A minimum of 3+ years of experience working in a Customer Success or Account Management function for software products

• A background and passion for advocating on behalf of your customers - this role should act as an extension of our customers' team within Merge

• The ability to act with a high level of autonomy, you will be expected to take full ownership of your customer portfolio and make key decisions to drive effective customer outcomes; including deciding when to include our executive team or c-suite in customer escalations, how to de-risk or de-escalate customer issues and conflict and advocating to internal teams including sales, professional services, etc.

• An entrepreneurial mindset – in a fast-moving startup environment, priorities shift and playbooks don't always exist; you'll need to exercise sound judgment, adapt quickly, and operate effectively beyond established processes

• Team player and passion for collaboration

Compensation:

• The cash compensation range for this role is $110,000-$150,000 OTE (base + variable compensation)

• Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, and certifications. In addition to cash compensation, all full time employees receive an equity compensation package

Benefits

• Unlimited PTO + 10 company holidays

• Pre-Tax commuter benefits

• 100% covered health, vision, and dental insurance

• 401K Plan

• $200 one-time home office stipend

• In office snacks and free dinner when working past 7pm