Customer Success Manager, Enterprise

Altana • New York, NY

1d • Onsite

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.
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.

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

• Competitive equity grants
• Discretionary bonus or a variable compensation plan
• Flexible Time Off (FTO)
• Paid Parental Leave (PPL) - 14 weeks for non-birthing, adoptive, and foster parents; up to 26 weeks for birthing parents, all paid at 100% of base salary.
• Medical, vision, and dental benefits with generous employer contributions
• High deductible health plan is 100% employer paid for employees
• Employer contribution to Health Savings Account (HSA)
• Flexible Spending Account (FSA) option
• Life, short- and long-term disability, and AD&D insurance coverage at no cost
• Fidelity 401(k) retirement savings program
• Commuter Benefits
• Free premium subscription to Calm app
• Pet Insurance (Wishbone insurance and/or Total Pet vet service and telehealth discount plan)
• Employee Assistance Program
• Dependent Care FSA

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees