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Subtotal

Customer Success Manager

Subtotal

Location
Onsite (New York, New York · United States, New York)
Compensation
$90k - $110k/yr
Employment
Full-time
Level
Mid Level
Posted 4 weeks ago

About the Role

Subtotal is a seed-stage B2B software startup focused on helping brands enhance their customer experience in retail through a modern data platform. This role is crucial for driving customer retention and growth by managing the customer lifecycle from onboarding to expansion.

Skills

Customer Onboarding Technical Implementation Customer Retention Account Management Customer Education Expansion Revenue Process Improvement Documentation Operational Efficiency B2B SaaS

Benefits

  • Health Insurance

Perks

  • Equity

Full job details

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