Customer Success Manager
Own post-sales retention and expansion for a portfolio of CPG brands using Confido's AI platform. Drive NRR through QBRs, strategic advising, issue resolution, and cross-functional product feedback while managing renewals and upsells.
About the job
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
Skills
Customer Success, Account Management, Net Revenue Retention, QBRs, Health Scoring, SaaS, Cpg
Similar jobs
Customer Success jobs
Perplexity
San Francisco, CA
Design and deliver scalable technical onboarding and adoption programs for enterprise customers using Perplexity Computer. The role combines customer facilitation, AI and integration fluency, adoption diagnostics, usage-data analysis, and cross-functional collaboration.
Eve
United States
The Enterprise Customer Success Manager will drive adoption, retention, expansion, and strategic outcomes for enterprise law firm clients using Eve’s legal technology. The role requires 5+ years of customer success experience, expertise in legal tech and law firm operations, strong analytical and communication skills, and experience managing complex accounts.
Ashby
United States
Leads and develops a team of Customer Success Managers serving mid-market SaaS customers, with a focus on adoption, retention, value realization, and scalable operating practices. The role requires customer success leadership experience, operational rigor, data-driven decision-making, and strong cross-functional collaboration.
Intercom
Chicago, ILPartners with large, complex enterprise customers to drive adoption and measurable outcomes from AI-driven customer service. Requires 3–5 years in customer success, account management, or strategic consulting, plus process-mapping, solution-design, and strong technical communication skills.
Canary Technologies
New York, NY
Owns strategic relationships and long-term success for complex global enterprise hotel accounts, coordinating deployments, adoption, executive engagement, and expansion. Requires 5+ years in enterprise customer success, account management, or strategic consulting and strong C-level communication skills.