Customer Success Manager

Cartesian Systems•Cambridge, MA

6d•Onsite

About The Position

Cartesian is building spatial intelligence for indoor environments to improve operational efficiency, with a platform that provides indoor positioning and product-location insights for retailers. The Customer Success Manager will help retail customers pilot, adopt, and grow with Cartesian, owning the customer journey from demos and onboarding through implementation and long-term partnership. The role turns the technology into measurable improvements in store operations and works with retail leaders, store teams, and technical stakeholders to understand workflows, coordinate deployments, and deliver value. This is a hands-on individual contributor role with meaningful ownership. The Customer Success Manager will work closely with Engineering and Business Operations to resolve issues, communicate customer needs, and build customer-success processes as the company grows. The role is in person in Kendall Square, Cambridge, or as otherwise specified, and includes travel to customer locations, including internationally, as needed.

Requirements

At least 5 years of experience in customer success, implementation, professional services, or a related customer-facing role in B2B technology.
Experience managing enterprise customer relationships and coordinating implementations with multiple stakeholders.
Strong project management skills, including managing competing priorities and following through on commitments.
Technical fluency and curiosity, including the ability to learn a complex product, investigate issues, and communicate with technical and nontechnical audiences.
Strong communication and presentation skills, including navigating difficult conversations and aligning stakeholders.
Practical, proactive problem-solving approach and comfort working in an early-stage company.
Ability to work in person in Cambridge, Massachusetts, and travel to customer locations, including internationally, as needed.

Nice To Haves

Experience with enterprise retailers, store operations, inventory management, or supply chain technology.
Familiarity with RFID, indoor positioning, computer vision, or products combining software and physical devices.
Experience supporting international customers or deployments across multiple locations.
Experience building customer success processes at a growing startup.

Responsibilities

Lead demos and pilots with prospective customers and drive conversion from pilot to rollout.
Create customer success plans defining goals, milestones, stakeholders, and measurable outcomes.
Lead regular customer check-ins and business reviews, communicate progress, address concerns, and identify opportunities to deliver additional value.
Serve as the primary point of contact for assigned customers and build relationships across store operations, corporate leadership, and technical teams.
Manage deployments from kickoff through launch, coordinating requirements, timelines, training, and responsibilities.
Understand customer store workflows and incorporate Cartesian into day-to-day operations.
Coordinate with internal technical teams to resolve implementation challenges and keep customers informed.
Conduct onsite visits and training sessions to support rollouts.
Monitor product usage, customer feedback, and operational results to identify adoption gaps and intervene early.
Help customers turn product capabilities into practical improvements in inventory visibility and store efficiency.
Partner with the business team on renewals, additional store deployments, and expansion opportunities.
Develop onboarding materials, training resources, playbooks, and repeatable processes.
Bring structured customer feedback to Engineering to inform product improvements.
Track customer health, surface risks, and document commitments and next steps.