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, Hub. Spot, 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