Customer Success Manager, Enterprise

Altana•New York, NY

1d•$95,000 - $115,000•Hybrid

About The Position

Altana is the network for trusted trade. Our AI-powered product network empowers governments and businesses to build a more resilient and secure global economy while keeping trade flowing. The Opportunity at Altana We’re looking for a dedicated Customer Success Manager (CSM) who will have the opportunity to drive adoption and impact across Altana’s product network. In this role, you will manage a portfolio of enterprise customers, focusing on onboarding, activation, and steady-state success once accounts are live. You will play a key role in onboarding customer suppliers to the Altana network and supporting operational deliverables for strategic customers. As a CSM, you will be a critical partner in product enablement, user management, and support, serving as the operational backbone for user adoption across the broader customer portfolio. You will act as the day-to-day champion for users—guiding them in effectively leveraging the Altana Product Network, conducting regular check-ins, and ensuring customers consistently realize value from the platform.

Requirements

1-3 years of experience in customer success, account management, or onboarding, ideally in a SaaS or technology environment.
You have a proven track record of driving user adoption and managing customer relationships (experience with high-volume or SMB portfolios is a plus).
You are organized and process-oriented, capable of managing multiple onboarding workstreams simultaneously.
You have a basic understanding of SaaS retention metrics and are eager to make data-informed decisions.
You thrive on cross-functional collaboration and are open to feedback to drive continuous improvement.
You are willing to learn the fundamental concepts of data fusion, machine learning, supply chain traceability, and can effectively communicate our product's value to users of varying technical skill levels.
Your ability to establish positive relationships is a key asset, complemented by excellent communication skills that balance approachability with persistence.
You exhibit good judgment and a willingness to dive into the nitty-gritty—whether it’s troubleshooting a login issue or training a new supplier—to achieve team objectives.
This role is based in Brooklyn, NY, USA with hybrid work flexibility and candidates must be within commuting distance from our Williamsburg office.

Nice To Haves

Experience in the supply chain and logistics industry is a plus, although not required.

Responsibilities

Drive Supplier Onboarding: Lead the outreach and onboarding process for our customers' suppliers, ensuring they successfully join the product network and understand how to share data and collaborate within the platform.
Serve as the primary relationship manager for a portfolio of customers, owning regular check-ins and adoption reviews to ensure health and satisfaction.
Support Product Enablement: Create and deliver training materials, user guides, and enablement sessions to help new users fully realize value across Altana's offerings.
User Management & Support: Act as the first point of contact for support requests and user management (provisioning, access control), quickly resolving issues or engaging the right resources to do so.
Drive Adoption: Monitor usage trends and assist users with workflows and analysis to optimize their experience and results.
Collaborate on Growth: Support Senior and Strategic Technical Account Managers by identifying potential expansion opportunities within your accounts and the broader network.
Synthesize Feedback: Effectively capture and communicate user feedback from the front lines to the product team to drive continuous improvement.

Benefits

Flexible Time Off: Altana operates with a Flexible Time Oﬀ (FTO) policy that gives you agency over your own time oﬀ so you can maximize your work-life balance.
Parental Leave: We oﬀer industry leading Paid Parental Leave (PPL), providing 14 weeks of leave for non-birthing, adoptive, and foster parents and up to 26 weeks of leave for birthing parents, all paid at 100% of your base salary.
Health Benefits: We have a full suite of medical, vision, and dental benefits with generous employer contributions, designed to give you flexibility and choice for your individual health situation. Our high deductible health plan is 100% employer paid for employees and supplemented with an employer contribution to your Health Savings Account (HSA). There is also a Flexible Spending Account (FSA) option.
Supplemental Benefits: Altana provides life, short- and long-term disability, and AD&D insurance coverage, all at no cost to you, so you know that you and your loved ones are covered in case of an emergency.
401(k) Savings: Save for and invest in your future using our Fidelity 401(k) retirement savings program.
Commuter Benefits: Save money on your commute by setting aside pre-tax funds for public transit or parking!
Wellness: Because we value mental and emotional health, every Altana employee has access to a free premium subscription to Calm, the #1 app for meditation, sleep, and mindfulness.
Pet Insurance: Pets are family too! Keep them healthy with Wishbone insurance and / or our Total Pet vet service and telehealth discount plan.
Employee Assistance Program: Free access to confidential personal support.
Dependent Care FSA: You will have access to a Dependent Care FSA, which allows you to set aside pre-tax funds for childcare expenses