Customer Success Manager

Cartesian Systems•Cambridge, MA

6d•$80,000 - $120,000•Onsite

About The Position

Cartesian is seeking a Customer Success Manager to help retail customers deploy, adopt, and grow with its spatial intelligence platform. The role owns the customer journey from onboarding and implementation through ongoing adoption and long-term partnership, translating the technology into measurable improvements in store operations. The Customer Success Manager works directly with retail leaders, store teams, and technical stakeholders to understand workflows, coordinate deployments, and help customers realize value. Internally, the role partners with Engineering and Business Operations to resolve issues, communicate customer needs, and develop processes that support company growth. This is a hands-on individual contributor role with meaningful ownership, combining customer meetings, onsite store visits, and deployment follow-through. The position is in person in Kendall Square, Cambridge, Massachusetts, and requires travel to customer locations, including internationally, as needed. The annual salary range is $80,000–$120,000.

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 the ability to manage competing priorities and follow 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 the ability to navigate difficult conversations and align stakeholders.
A practical, proactive approach to problem-solving 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 working with enterprise retailers, store operations, inventory management, or supply chain technology.
Familiarity with RFID, indoor positioning, computer vision, or products that combine software and physical devices.
Experience supporting international customers or deployments across multiple locations.
Experience building customer success processes at a growing startup.

Responsibilities

Serve as the primary point of contact for assigned customers and build relationships across store operations, corporate leadership, and technical teams.
Establish customer success plans with goals, milestones, stakeholders, and measurable outcomes.
Lead customer check-ins and business reviews, communicate progress, address concerns, and identify opportunities to deliver additional value.
Manage deployments from kickoff through launch, coordinating requirements, timelines, training, and responsibilities.
Work with customer teams to understand 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 successful rollouts.
Monitor product usage, customer feedback, and operational results to identify adoption gaps and intervene early.
Help customers translate product capabilities into 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.