Customer Success Manager

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. Finance accounting sales and operations unified in one system for the first time.

We're growing 5x year over year and recently raised a $15M Series A led by Footwork and Y Combinator. We're a small in-person team in New York City which means the people who join now shape the product the culture and the company itself.

If you want your work on shelves everywhere — and outsized ownership while you build — we'd love to meet you.

We're hiring a Customer Success Manager to own the post-implementation experience for a portfolio of our growing roster of CPG brands. This role sits at the intersection of revenue ownership and customer partnership — you'll be responsible for net revenue retention across your book of business acting as the connective tissue between customers product and go-to-market. You will report directly to the Head of Business Operations.

Retention & Expansion

• 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 that drive measurable customer outcomes

• Identify at-risk accounts early and execute proactive save strategies before churn becomes a risk

• Own customer expansion plays surfacing upsell signals and co-owning the commercial conversation

Customer Partnership

• Serve as a strategic advisor to a portfolio of CPG brands helping them get maximum value from the Confido platform

• Own Customer Support for a portfolio of CPG brands helping troubleshoot issues and relaying feedback to the product team

• Deeply understand each customer's business goals KPIs and operational workflows to align our product to their success

• Build trusted relationships with champions and economic buyers across accounts

Process & Execution

• Apply CS playbooks onboarding processes and health scoring frameworks and surface improvements as you find them

• Use the team's tooling metrics and reporting to manage your book with rigor and visibility

Cross-Functional Influence

• Synthesize customer feedback into actionable product and roadmap insights for our engineering team

• Collaborate with marketing on case studies testimonials and customer-facing content

• Act as the internal voice of the customer across product sales and leadership conversations

• 3+ years in Customer Success Account Management or a customer-facing role at a B2B SaaS company with demonstrated ownership of net revenue retention

• A commercial mindset: you understand how to grow accounts navigate renewal conversations and partner with sales

• Data-driven approach to managing a book of business: health scores usage data and NRR are second nature to you

• Comfortable with ambiguity and excited to operate within — and improve — playbooks and processes

• Excited to be in our NYC headquarters 5 days a week

• Equity — own a piece of what you're building

• Fully paid health coverage with Aetna (we cover 100% of premiums)

• Top-tier dental and vision through Guardian

• 12 weeks paid parental leave

• Unlimited PTO plus regular 4-day holiday weekends we actually take

• 401(k) through Vestwell

• Paid relocation — we'll get you here

• Full desk setup on day one (laptop monitor keyboard) + a $200 stipend to make it yours

• Catered Friday lunches team dinners on us and unlimited coffee + snacks featuring our own brands

Confido provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.

What We Do

CPG is a multi-trillion-dollar industry but the path from factory to store shelf still runs on spreadsheets emailed PDFs and legacy systems held together with duct tape. Brands lose real time and money every day reconciling data fighting retailer disputes and coordinating across finance sales and supply chain.We're replacing that manual work with AI agents on a single intelligent platform — from cash application and deductions to demand forecasting supply planning and trade promotion management.It's working. We're the infrastructure behind 200+ brands from OLIPOP to Simple Mills to Dr. Squatch managing $40B+ in customer revenue with 5x ARR growth. Backed by Footwork and Y Combinator.

Why Work With Us

You'll never wait for a performance review to get a raise or bonus you've earned. Ownership works the same way: trusted from day one to own things end to end. Need something to do your job better? You won't have to ask twice.

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