Customer Success Manager

Subtotal•New York, NY

4d•$90,000 - $110,000

About The Position

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.

Requirements

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

Responsibilities

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