Customer Success Manager

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