Customer Success Manager, Commercial

Merge is the leading provider of agentic tools and customer-facing integrations for frontier LLMs, Fortune 500 organizations, and B2B SaaS companies.

Our platform offers three core products: Merge Unified, which enables businesses to add hundreds of integrations to their products with a single API, Merge Agent Handler, which empowers AI agents with secure access to thousands of third-party tools, and Merge Gateway, the control plane for running AI in production.

• Merge's enterprise-grade platform handles the entire integration lifecycle, from authentication and security to monitoring and maintenance.
• Thousands of companies trust Merge to accelerate product development, unblock sales, reduce customer churn, and save engineering resources—allowing them to focus on their core product.
• Merge is looking for a Customer Success Manager to help lay the foundations for repeatable and consistent revenue growth.
• You should be driven, adaptable to change and creative as you help us test out new ideas and find what works in the pursuit of building a truly customer-centric process.
• This is a fantastic opportunity to play a key role in an organization that cares deeply about delivering an exceptional customer experience.

What you will do

• In the role, you will work directly with technical stakeholders at our customers to escalate and resolve issues and challenges swiftly and effectively
• You will manage our customers' post-sales journey from onboarding to renewal and collaborate with sales and technical services to ensure customers are adopting Merge and that we are properly supporting their use cases
• The expectation will be to manage 40-50 commercial customers
• Your goal will be to ensure customer satisfaction as a whole, enhance customer experience working with Merge, help identify upsell opportunities, and play a key part in supporting customer contract renewals

The ideal candidate will have:

• A minimum of 3+ years of experience working in a Customer Success or Account Management function for software products
• A background and passion for advocating on behalf of your customers - this role should act as an extension of our customers' team within Merge
• The ability to act with a high level of autonomy, you will be expected to take full ownership of your customer portfolio and make key decisions to drive effective customer outcomes; including deciding when to include our executive team or c-suite in customer escalations, how to de-risk or de-escalate customer issues and conflict and advocating to internal teams including sales, professional services, etc.
• An entrepreneurial mindset – in a fast-moving startup environment, priorities shift and playbooks don't always exist; you'll need to exercise sound judgment, adapt quickly, and operate effectively beyond established processes
• Team player and passion for collaboration

Compensation:

• The cash compensation range for this role is $125,000-$150,000 OTE (base + variable compensation)
• Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, and certifications. In addition to cash compensation, all full time employees receive an equity compensation package

Benefits

• Unlimited PTO + 10 company holidays
• Pre-Tax commuter benefits
• 100% covered health, vision, and dental insurance
• 401K Plan
• $200 one-time home office stipend
• In office snacks and free dinner when working past 7pm