Customer Success Manager

About the Role

We're looking for a Customer Success Manager to help our retail customers successfully deploy, adopt, and grow with Cartesian. You'll own the customer journey from onboarding and implementation through ongoing adoption and long-term partnership, turning our technology into measurable improvements in store operations.

You'll work directly with retail leaders, store teams, and technical stakeholders to understand their workflows, coordinate deployments, and help them get value from our platform. Internally, you'll partner closely with Engineering and Business Operations to resolve issues, communicate customer needs, and build the processes that support our next stage of growth.

This is a hands-on individual contributor role with meaningful ownership. You should be equally comfortable leading a customer meeting, visiting a store to understand a workflow, and following through on the details that keep a deployment moving.

Location: In-person in Kendall Square, Cambridge (or as otherwise specified).

What You'll Do

Own customer relationships

• Serve as the primary point of contact for assigned customers, building relationships across store operations, corporate leadership, and technical teams.
• Establish clear success plans with customer goals, milestones, stakeholders, and measurable outcomes.
• Lead regular customer check-ins and business reviews, communicating progress, addressing concerns, and identifying opportunities to deliver more value.

Lead onboarding and implementation

• Manage deployments from kickoff through launch, coordinating requirements, timelines, training, and responsibilities.
• Work with customer teams to understand store workflows and incorporate Cartesian into day-to-day operations.
• Coordinate with internal technical teams to resolve implementation challenges and keep customers informed.
• Conduct onsite visits and training sessions to support successful rollouts.

Drive adoption and customer outcomes

• Monitor product usage, customer feedback, and operational results to identify adoption gaps and intervene early.
• Help customers translate product capabilities into practical improvements in inventory visibility and store efficiency.
• Partner with the business team on renewals, additional store deployments, and expansion opportunities.

Build a scalable customer success function

• Develop onboarding materials, training resources, playbooks, and repeatable processes.
• Bring structured customer feedback to Engineering to inform product improvements.
• Track customer health, surface risks, and maintain clear documentation of commitments and next steps.

Qualifications

• 5+ years of experience in customer success, implementation, professional services, or a related customer-facing role in B2B technology.
• Experience managing enterprise customer relationships and coordinating implementations with multiple stakeholders.
• Strong project management skills, with the ability to manage competing priorities and follow through on commitments.
• Technical fluency and curiosity: you can learn a complex product, investigate issues, and communicate clearly with technical and nontechnical audiences.
• Strong communication and presentation skills, including the ability to navigate difficult conversations and align stakeholders.
• A practical, proactive approach to solving problems and comfort working in an early-stage company.
• Ability to work in person in Cambridge, MA, and travel to customer locations, including internationally, as needed.

Nice to Have

• Experience working with enterprise retailers, store operations, inventory management, or supply chain technology.
• Familiarity with RFID, indoor positioning, computer vision, or products that combine software and physical devices.
• Experience supporting international customers or deployments across multiple locations.
• Experience building customer success processes at a growing startup.

If You're Not Sure You're a Perfect Fit

We know that no one checks every box-and we don't expect you to. If this role sounds exciting to you, and you think you could contribute to Cartesian's mission, we encourage you to apply even if your experience doesn't perfectly match the description. We care deeply about people who are curious, thoughtful, and motivated to learn, and we believe strong teams are built from a diversity of backgrounds, experiences, and perspectives.

Interview Process

• Introductory call to assess motivation and overall fit
• Discussion focused on past work, real-world impact, and decision-making tradeoffs
• Applied or practical exercise (e.g., business case or role-relevant task)
• Meet the team, chat with company leadership, and reference checks

Salary Range

$80,000 - $120,000 annually