Customer Success Manager

Confido is the AI infrastructure powering modern CPG — the platform that 200+ brands like OLIPOP, Simple Mills, Dr. Squatch, and Tropicana use to run everything from deductions to production planning. Finance, accounting, sales, and operations, unified in one system for the first time. We're growing 5x year over year with a small team in New York City; the people who join now will shape the product, the culture, and the company itself. If you want your work on shelves everywhere — and outsized ownership while you build — we'd love to meet you. The Role We're hiring a Customer Success Manager to own the post-implementation experience for a portfolio of our growing roster of CPG brands. This role sits at the intersection of revenue ownership and customer partnership — you'll be responsible for net revenue retention across your book of business, acting as the connective tissue between customers, product, and go-to-market. You will report directly to the Head of Business Operations. 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 — own a meaningful piece of the company you’re helping build Fully paid health coverage through Aetna — we cover 100% of employee premiums Top-tier dental and vision coverage through Guardian Carrot Fertility Pro — comprehensive fertility and family-forming support 12 weeks of paid parental leave Unlimited PTO — plus regular 4-day holiday weekends we actually take 401(k) through Vestwell Paid relocation support — we’ll help you make the move to NYC Fully equipped workspace from day one — laptop, monitor, keyboard, and a $200 stipend to personalize your setup Team perks — catered Friday lunches, team dinners, and unlimited coffee + snacks featuring products from the brands we work with Confido provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.