Customer Success Manager

Overview Role: Customer Success Manager Location: New York, NY (5 days/week in-office) Base Salary: $100,000-$130,000 Equity: Competitive Initial Equity Package + refreshers Experience: 3+ Years About Pillar Pillar is building the next-generation commodity risk management stack for the $10T physical economy. We combine real-time market data with AI-powered exposure modeling and automated trade generation to arm operators with precise protection from volatility. From instant execution to continuous monitoring, alerts, and recommendations, Pillar turns complex market risk into a fully managed, always-on hedging engine. We were founded in 2023 by the youngest macro market-maker at Barclays and a trading systems engineer at Coinbase, and have raised over $20M in capital from Andreessen Horowitz (a16z), Crucible Capital, Neo, DST Global and more. The Role Pillar's Customer Success Managers are the long-term partners to our clients. You'll own a portfolio of accounts end-to-end, driving adoption, value realization, retention, and expansion across commodity-exposed businesses that depend on Pillar to manage their price risk. This role sits at the intersection of relationship management, domain expertise, and commercial ownership. The right person can hold a credible conversation with a CFO about hedging strategy one day and troubleshoot an onboarding issue with a procurement team the next. You'll work closely with the executive team, AEs, and product to ensure clients are getting measurable value from Pillar and that Pillar is hearing clearly from the market. What You'll Own Client Relationship Management: Serve as the primary point of contact for your accounts, building trusted relationships with both day-to-day users and executive stakeholders. Take a consultative and prescriptive approach to driving outcomes, not just managing check-ins. Onboarding & Adoption: Own the post-sale experience from kickoff through full adoption. Work cross-functionally to ensure clients are set up correctly, understand the platform, and are actively realizing value from day one. Retention & Renewal: Own the renewal process end-to-end, including forecasting timelines, managing stakeholder alignment, and mitigating churn risk before it materializes. Monitor health signals proactively and quarterback escalations when needed. Account Expansion: Use client performance data and relationship depth to identify and execute upsell opportunities. You understand that growing your book is part of the job, not a secondary priority. Business Reviews: Plan and run regular business reviews to align on client goals, platform utilization, ROI, and mutual next steps. Be prepared to present to senior stakeholders and speak fluently about commodity risk outcomes. Feedback Loop: Serve as the voice of the client internally. Relay market insights, product gaps, and client feedback to the executive team and product org to continuously improve Pillar's platform and client experience. What We're Looking For 3+ years of experience in customer success, account management, or a client-facing role at a high-growth B2B company, ideally in fintech, financial services, or a platform that sells to finance or operations teams Understanding of how commodity-exposed businesses think about price risk, hedging, and input cost volatility. You do not need to be a trader, but you need to be able to speak credibly to the problems Pillar solves Proven track record of owning renewals, managing churn risk, and identifying expansion opportunities within a portfolio of accounts Confident communicator: able to engage with and influence stakeholders at all levels, from day-to-day users to CFOs, with clear and direct communication Extreme sense of ownership. You track your accounts obsessively, follow through on competing workstreams, and do not let things fall through the cracks Strong project management skills; highly organized and comfortable managing multiple clients and priorities simultaneously Self-directed and comfortable with ambiguity. Pillar is early and the CSM function is still being built. You see that as an opportunity to define it, not a reason to wait for direction Nice to Have Prior experience in commodity markets, physical operations, energy, agriculture, or related industries Experience at an early-stage or hyper-growth startup Familiarity with CRM and customer success tooling (Salesforce, Gainsight, HubSpot, or similar) Professional-level competency in multiple languages Benefits 💰 Competitive Salary & Equity 📈 401(k) Program ⚕️ Health, Dental, Vision and Life Insurance ⌚ Unlimited PTO and Flexible Hours 🍣 Paid lunch, coffee, snacks (and dinner if you're staying late) 🏋️ Monthly Gym Stipend 🌄 Regular Team Off-Sites #LI-DNP