Customer Success Manager

About this role

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