Customer Success Manager, Enterprise

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Altana is the network for trusted trade. Our AI-powered product network empowers governments and businesses to build a more resilient and secure global economy while keeping trade flowing. The Opportunity at Altana We're looking for a dedicated Customer Success Manager (CSM) who will have the opportunity to drive adoption and impact across Altana's product network. In this role, you will manage a portfolio of enterprise customers, focusing on onboarding, activation, and steady-state success once accounts are live. You will play a key role in onboarding customer suppliers to the Altana network and supporting operational deliverables for strategic customers. As a CSM, you will be a critical partner in product enablement, user management, and support, serving as the operational backbone for user adoption across the broader customer portfolio. You will act as the day-to-day champion for users-guiding them in effectively leveraging the Altana Product Network, conducting regular check-ins, and ensuring customers consistently realize value from the platform. You Will Drive Supplier Onboarding: Lead the outreach and onboarding process for our customers' suppliers, ensuring they successfully join the product network and understand how to share data and collaborate within the platform. Serve as the primary relationship manager for a portfolio of customers, owning regular check-ins and adoption reviews to ensure health and satisfaction. Support Product Enablement: Create and deliver training materials, user guides, and enablement sessions to help new users fully realize value across Altana's offerings. User Management & Support: Act as the first point of contact for support requests and user management (provisioning, access control), quickly resolving issues or engaging the right resources to do so. Drive Adoption: Monitor usage trends and assist users with workflows and analysis to optimize their experience and results. Collaborate on Growth: Support Senior and Strategic Technical Account Managers by identifying potential expansion opportunities within your accounts and the broader network. Synthesize Feedback: Effectively capture and communicate user feedback from the front lines to the product team to drive continuous improvement. About You 1-3 years of experience in customer success, account management, or onboarding, ideally in a SaaS or technology environment. You have a proven track record of driving user adoption and managing customer relationships (experience with high-volume or SMB portfolios is a plus). You are organized and process-oriented, capable of managing multiple onboarding workstreams simultaneously. You have a basic understanding of SaaS retention metrics and are eager to make data-informed decisions. You thrive on cross-functional collaboration and are open to feedback to drive continuous improvement. You are willing to learn the fundamental concepts of data fusion, machine learning, supply chain traceability, and can effectively communicate our product's value to users of varying technical skill levels. Your ability to establish positive relationships is a key asset, complemented by excellent communication skills that balance approachability with persistence. You exhibit good judgment and a willingness to dive into the nitty-gritty-whether it's troubleshooting a login issue or training a new supplier-to achieve team objectives. Experience in the supply chain and logistics industry is a plus, although not required. This role is based in Brooklyn, New York and candidates ideally will be within commuting distance from our Brooklyn offices. US Salary Range and Benefits $95,000 - $115,000 USD The salary range, to the extent specified for this role, is a good faith statement of the minimum and maximum levels of the annual based salary for the position. The base salary offered to a successful candidate will depend on a wide range of compensation factors, including, but not limited to, work experience, education and/or training, critical skills, and/or business considerations. Competitive equity grants are included in the majority of full time offers; and are considered part of Altana's total compensation package. Altana also offers either a discretionary bonus or a variable compensation plan depending on the role. Additionally, Altana offers top-tier benefits for full-time employees, including: Flexible Time Off: Altana operates with a Flexible Time Off (FTO) policy that gives you agency over your own time off so you can maximize your work-life balance. Parental Leave: We offer industry leading Paid Parental Leave (PPL), providing 14 weeks of leave for non-birthing, adoptive, and foster parents and up to 26 weeks of leave for birthing parents, all paid at 100% of your base salary. Health Benefits: We have a full suite of medical, vision, and dental benefits with generous employer contributions, designed to give you flexibility and choice for your individual health situation. Ou

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