Customer Success Manager
Subtotal · Remote
MeritLog read this listing from Subtotal's Ashby job board and last checked it on September 10, 2026.
Source: the employer's Ashby job board. Open the original listing for current details.
Job details
- Work model
- Remote
- Salary
- $90K - $110K
- Location
- United States
What the role asks for
What you'd do
- 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
What they're asking for
- 2-3 years in a customer-facing role at an early-stage B2B SaaS startupExperience
- Ability to articulate complex concepts simply, both written and verbalSkill
- Knack and passion for process improvement, documentation, and operational efficiencySkill
- Comfortable with technical productsSkill
- Familiarity with modern SaaS tools like Slack, Notion, HubSpot, and LinearSkill
- Retail, CPG, or consumer data experience preferred; genuine interest in the space is requiredSkillPreferred
Parsed by MeritLog from the employer’s own posting. The full description follows below.
Job description
WHO WE ARE 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. WHAT YOU'LL DO - 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 WHO YOU ARE - 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 WHAT WE OFFER - Base salary $90K - $110K - Performance-based variable compensation - Meaningful equity - Fully paid health insurance for you and your family