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 Compensation: $90K - $110K