Customer Success Manager, Commercial

🏢 Merge · 📍 New York, NY · 💼 onsite · ⏰ FullTime

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Position Summary & Responsibilities

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
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🎯 Candidate Preparation Guide For Merge Applicants

Key Role Competencies & Evaluation Highlights

Key Role Focus:

Assesses API-first platform thinking, developer empathy, and scalable engineering architecture.

📋 Preparation Priorities (Key Areas to Clarify):

1. Viewing APIs as an afterthought rather than a core product surface.
2. Proposing monolithic solutions to integration challenges.
3. Ignoring edge cases in data synchronization and error handling.

✨ Recommended Role Alignment Hook:

I build bulletproof unified APIs that eliminate integration friction and accelerate developer velocity.

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