Customer Success Manager

Location: Billerica, MA

Reports to: VP, Sales

Compensation: $80,000-$100,000 base salary + commission

About ColdSnap

ColdSnap® is a rapid freezing appliance that produces single servings of frozen confections and frozen beverages in about 120 seconds from shelf-stable, ambient temperature, ColdSnap pods. Our mission is to transform the way that ice cream and other frozen confections are produced, transported, purchased & consumed. We are a rapidly growing startup based in Billerica, MA that is here to disrupt the cold supply chain while providing commercial settings an appliance that delivers tasty frozen treats in a snap.

Position Overview

The Customer Success Manager owns post-placement performance of ColdSnap machines and pods. This role is accountable for onboarding quality, machine utilization, pod reorder velocity, account retention, and expansion. It exists to ensure that every placed machine performs commercially, not just technically. This is a commercial, systems-driven role, tightly aligned with Sales, Growth, and Operations, with clear responsibility for driving usage, identifying risk, and unlocking expansion opportunities. Success is measured in pod velocity, retention, and expansion, not ticket resolution.

Core Responsibilities

Customer Onboarding & Activation
• Own the post-sale onboarding experience from installation through first successful usage.
• Ensure each account launches with a clear use case and success criteria aligned to the original sales motion.
• Coordinate with Sales to ensure installs, training, and enablement are completed correctly and on time.
• Reduce time-to-value by driving early usage and repeat pod orders.

Account Management Performance
• Own ongoing performance of assigned accounts, including pod reorder rates, machine utilization, and retention.
• Monitor performance data to identify underperforming machines or locations early.
• Develop and execute remediation plans for low-performing accounts in partnership with Sales and Growth.
• Proactively identify opportunities to increase usage through product expansion and operational improvements.

Retention & Expansion
• Serve as the primary owner of customer retention for placed machines.
• Identify and drive upsell and expansion opportunities, including new location expansion and new pod types.
• Partner with Sales on renewals, expansions, and strategic account growth, with clear handoff and ownership boundaries.

Partner & Channel Coordination
• Support distributor-led and partner-placed accounts to ensure consistent onboarding, usage, & reorder behavior.
• Provide feedback to Sales and leadership on partner placement quality and post-install performance.

Customer Insights & Feedback Loop
• Act as a structured voice of the customer for leadership.
• Surface recurring issues, objections, and operational friction that impact adoption or usage.
• Provide clear feedback relating to product, pricing, packaging, and enablement priorities.

Systems, Process & Operating Cadence
• Maintain accurate account data in CRM, including usage trends, risk flags, and expansion signals.
• Contribute to a regular operating cadence with Sales and Growth, including performance reviews & account planning.
• Help define and refine Customer Success playbooks, success metrics, and escalation paths as the business scales.

Qualifications
• 5-8+ years of experience in customer success, account management, or post-sale commercial roles.
• Experience supporting hardware, equipment, or platform businesses with recurring consumables revenue.
• Strong comfort operating in data-driven environments, using performance metrics to guide action.
• Experience working cross-functionally with Sales, Operations, and Product.
• Background in foodservice, hospitality, workplace services, or B2B platforms preferred.

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