Customer Success Manager

About Confido

Confido builds the AI infrastructure that helps CPG brands move from deductions to production planning. Its unified platform brings together cash application, deductions, disputes, trade promotion management, forecasting, demand planning, and analytics, giving teams one place to save time and make better decisions across the business.

The company supports more than 200 brands representing over $20B in revenue, including OLIPOP, Simple Mills, Dr. Squatch, Tropicana, and others. It has also recently raised a $15M Series A led by Footwork Ventures and Y Combinator to support continued growth.

Role Overview

Confido is looking for a Customer Success Manager to lead the post-implementation relationship for a portfolio of growing CPG customers. The position blends account ownership, retention, and strategic partnership, with direct responsibility for net revenue retention across your book of business. You will work closely with customers while acting as a bridge between them, the product team, and go-to-market functions, and you will report to the Head of Business Operations.

Key Responsibilities

• Manage net revenue retention for your portfolio, including renewals, upsells, and broader expansion opportunities.
• Lead recurring QBRs, health reviews, and executive meetings that help customers realize measurable value.
• Spot churn risk early and put retention plans in place before accounts become vulnerable.
• Identify and develop expansion opportunities, including upsell moments and commercial conversations.
• Act as a trusted advisor to CPG customers so they get the greatest possible value from the platform.
• Oversee customer support for assigned accounts, troubleshoot issues, and pass product feedback to the relevant teams.
• Learn each customer’s goals, KPIs, and operating workflows in depth so the platform can be aligned to their success.
• Develop strong relationships with customer champions and economic decision-makers.
• Use customer success playbooks, onboarding workflows, and health-scoring methods, while suggesting improvements as needed.
• Work with internal tools, metrics, and reporting to manage your portfolio with clarity and discipline.
• Translate customer input into practical product and roadmap recommendations for engineering.
• Partner with marketing on case studies, testimonials, and other customer-facing assets.
• Represent the customer internally in discussions with product, sales, and company leadership.

What We’re Looking For

• At least 3 years of experience in Customer Success, Account Management, or another customer-facing role within a B2B SaaS company, including responsibility for net revenue retention.
• A strong commercial approach, with the ability to grow accounts, handle renewal discussions, and work effectively alongside sales.
• Comfort using data such as health scores, product usage, and NRR to manage a portfolio.
• Ease working in ambiguous environments and a desire to improve playbooks and processes over time.
• Availability to work from the New York City headquarters five days per week.

Compensation

The salary range for this role is $150,000 to $190,000 per year.

Equal Opportunity Statement

Confido is committed to providing equal employment opportunities and does not discriminate or tolerate harassment based on race, color, religion, age, sex, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other legally protected status under federal, state, or local law.