Customer Success Manager

This is a fully remote position, open to applicants in New York.

📋 Description

• Take charge of onboarding new in-store scanner accounts, ensuring stores are operational, staff are trained, and scanning begins promptly.

• Oversee scanner usage and account health metrics, proactively identifying underperformance to intervene before accounts disengage.

• Conduct in-person visits to stores to strengthen relationships, support personnel, and gather valuable insights on product usage.

• Gather structured customer feedback and relay it to the product team in a format conducive to action.

• Monitor account health and onboarding milestones within HubSpot, providing timely updates to the Sales Manager and CCO.

• Collaborate with two Customer Success Managers in Stockholm to exchange playbooks and ensure comprehensive coverage across time zones.

• Participate in significant US trade shows, including the RIA Summit and The Running Event.

⛳️ Requirements

• Possesses 2–5 years of experience in Customer Success, Account Management, or field training roles that are post-sale and customer-facing within a B2B environment.

• Has proven experience managing a large volume of accounts concurrently and establishing repeatable systems for effective management.

• Comfortable working remotely and independently while maintaining strong connections with a globally distributed team.

• Willing and able to travel frequently to retail locations within their region.

• Must reside in and be eligible to work in the US.

• Bonus: While not required, having experience with physical hardware or technology products in a retail or B2B setting is advantageous.

• Experience in collecting and synthesizing customer feedback into structured input for product development.

• Fluency in Spanish.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance coverage.

• Opportunity for direct collaboration with the CCO and the North America commercial team.

• Regular visits to our Stockholm headquarters to engage with product and customer success teams.

• Genuine ownership of a function, allowing you to influence how customer success operates in the US market.

• A product with strong proof points and an expanding enterprise customer base.

• An AI-driven team providing you with the tools to work more efficiently.

• A clear pathway for growth as the team and portfolio expand.