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About the Role

Merge is seeking a Customer Success Manager to establish repeatable and consistent revenue growth. This role offers a significant opportunity to contribute to a customer-centric process and play a key part in delivering an exceptional customer experience within a leading provider of agentic tools for LLMs.

Responsibilities

• Work directly with technical stakeholders at customer organizations to swiftly and effectively escalate and resolve issues.
• Manage the post-sales customer journey from onboarding through renewal.
• Collaborate with sales and technical services to ensure customer adoption and adequate support for their use cases.
• Manage 40-50 commercial customers.
• Ensure overall customer satisfaction and enhance the customer experience with Merge.
• Identify upsell opportunities.
• Support customer contract renewals.

Requirements

• A minimum of 3+ years of experience in Customer Success or Account Management for software products.
• A background and passion for advocating on behalf of customers.
• Ability to act with a high level of autonomy, taking full ownership of customer portfolios and making key decisions.
• Ability to decide when to involve the executive team or c-suite in customer escalations.
• Ability to determine how to de-risk or de-escalate customer issues and conflict.
• Ability to advocate to internal teams, including sales and professional services.
• An entrepreneurial mindset with the ability to exercise sound judgment, adapt quickly, and operate effectively beyond established processes in a fast-moving startup environment.
• A team player with a passion for collaboration.

Work Type

• Full-time

Experience Level

• 3+ years

Salary/Compensations

• $125,000-$150,000 OTE (base + variable compensation)

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

About the Company

• 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, Merge Agent Handler, and Merge Gateway.
• Merge's enterprise-grade platform handles the entire integration lifecycle.
• Thousands of companies trust Merge to accelerate product development, unblock sales, reduce customer churn, and save engineering resources.