Customer Success Manager

About the Company

Confido is the AI infrastructure powering modern CPG — the platform that 200+ brands like OLIPOP, Simple Mills, Dr. Squatch, and Tropicana use to run everything from deductions to production planning. We are a small, in-person team in New York City, growing 5x year over year.

Responsibilities

• Own net revenue retention across a book of business, including renewals, upsells, and expansion opportunities
• Run a rhythm of QBRs, health checks, and executive touchpoints
• Identify at-risk accounts early and execute proactive save strategies
• Serve as a strategic advisor to a portfolio of CPG brands to ensure maximum platform value
• Own customer support for assigned brands, troubleshooting issues and relaying feedback to product
• Synthesize customer feedback into actionable product and roadmap insights
• Collaborate with marketing on case studies and customer-facing content

Requirements

• 3+ years in Customer Success, Account Management, or a customer-facing role at a B2B SaaS company
• Demonstrated ownership of net revenue retention (NRR)
• Commercial mindset with experience navigating renewal and expansion conversations
• Data-driven approach to managing health scores and usage data
• Ability to work onsite in NYC headquarters 5 days a week

Benefits

• Equity ownership
• Fully paid health coverage with Aetna (100% of premiums)
• Top-tier dental and vision through Guardian
• 12 weeks paid parental leave
• Unlimited PTO and regular 4-day holiday weekends
• 401(k) through Vestwell
• Paid relocation
• Full desk setup and $200 stipend
• Catered lunches and team dinners