Customer Success Manager, Enterprise

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.

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.

• 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.

• 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 work streams 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.

$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 base 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…