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Customer Success Manager, Enterprise at Altana in Brooklyn, NY
Skills
Job Description
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, NY, USA with hybrid work flexibility and candidates must be within commuting distance from our Williamsburg office.
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. Our high deductible health plan is 100% employer paid for employees and supplemented with an employer contribution to your Health Savings Account (HSA). There is also a Flexible Spending Account (FSA) option.
- Supplemental Benefits: Altana provides life, short- and long-term disability, and AD&D insurance coverage, all at no cost to you, so you know that you and your loved ones are covered in case of an emergency.
- 401(k) Savings: Save for and invest in your future using our Fidelity 401(k) retirement savings program.
- Commuter Benefits: Save money on your commute by setting aside pre-tax funds for public transit or parking!
- Wellness: Because we value mental and emotional health, every Altana employee has access to a free premium subscription to Calm, the #1 app for meditation, sleep, and mindfulness.
- Pet Insurance: Pets are family too! Keep them healthy with Wishbone insurance and / or our Total Pet vet service and telehealth discount plan.
- Employee Assistance Program: Free access to confidential personal support.
- Dependent Care FSA: You will have access to a Dependent Care FSA, which allows you to set aside pre-tax funds for childcare expenses
The recruiter assigned to this role can share more information about the specific compensation and benefit details associated with this role during the hiring process.
Our Values
Our values are the core beliefs that shape who we are, what we stand for, and how we behave.They form the foundation of Altana’s culture and integrity and guide how we hire, design, build, and connect with each other and our customers.
- Trust: Our customers and partners entrust us with missions of the highest importance. We honor that by keeping our word, meeting commitments, and ensuring every action we take reinforces confidence in us. We rely on each other to deliver, to speak openly, and to hold ourselves accountable.
- Resilience: In a world of uncertainty and complexity, our work must withstand challenges, evolve with conditions, and ensure reliability over time. Resilience is both how we operate and what we deliver. It’s how we respond when things don’t go to plan –– we adapt, we support each other, and we keep moving forward.
- Stewardship: We are stewards of every mission we touch. Because our work impacts lives and futures, we hold ourselves accountable to delivering mission impact and never compromising. Our responsibility extends beyond individual projects to the broader system of global trade. We believe that stewardship starts from within so that we can bring focus, creativity, and excellence to our work. Each of us is personally responsible for fostering a workplace where people can thrive. And we are stewards of the greater good of the company. By holding ourselves and each other accountable, we build a culture of innovation and collective success that reflects the scale of our mission.
- Courage: Courage is what unlocks the seemingly impossible for our customers. It’s the core value that drives us make bold moves and take on big, complicated network problems—the ones others avoid. We know success isn't guaranteed, but we have the audacious vision to believe a solution is possible and to build it. Courage fuels our growth mindset. It means embracing challenges that make us stronger, and it’s demonstrated by how we approach hard conversations and complex projects.
At Altana, we believe that a diverse workforce enables greater creativity, performance, and adaptability. We’re proud to be an equal opportunity employer and welcome you to join us as you are. Our employment opportunities and decisions are based on business needs and individual qualifications, without regard to race, color, religious creed, national origin, ancestry, age, physical or mental disability, medical condition, marital status, sexual orientation, gender identity or expression, genetic information, family care or medical leave status, military or veteran status, or any other characteristic protected by the laws or regulations in the areas in which we operate. We prohibit discrimination and harassment of any type, in any situation.
Offers related to employment at Altana will come from an Altana.ai email address. We will never ask for payment as part of the interview or onboarding process.