# Customer Success Manager

**Company:** [Confido Legal](https://hotfix.jobs/companies/confido-legal)
**Location:** New York, NY
**Role:** Customer Success
**Salary:** $150k – $190k/yr
**Experience:** 3+ years
**Skills:** Customer Success, Account Management, Net Revenue Retention, QBRs, Health Scoring, SaaS, Cpg
**Posted:** 2026-06-30

> 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.

## Job Description

## 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

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