Customer Success and Product Manager (1099 Contract, Triive)

Triive is a B2B SaaS platform that simplifies and enhances the supplier-broker-retailer relationship, helping retail sales teams focus on growth and innovation. Our mission is to empower the retail sales teams that are composed of brokers and suppliers to bring new products to market efficiently, creating more and better choices for consumers.

As an early-stage, venture-backed new product, we are seeking a motivated, customer-focused professional who thrives in a fast-paced environment to join us in building the #1 platform for connecting brokers, suppliers, and retailers.

Role Overview

The Customer Success & Product Manager will play a critical role in shaping the future of Triive by bridging customer satisfaction and product innovation. This role combines a deep understanding of customer needs with a drive to develop and refine our product offering, ensuring we deliver maximum value to our users.

This dual role is ideal for someone who enjoys customer engagement and strategic product thinking, is comfortable wearing multiple hats, and is eager to make an immediate impact on a growing company.

Key Responsibilities

Customer Success (50%)

• Build and maintain strong, long-lasting relationships with customers, ensuring their satisfaction and success with Triive.
• Act as the primary point of contact for customers, addressing their questions, concerns, and feedback promptly and effectively.
• Develop customer onboarding processes to ensure a seamless transition onto the platform.
• Monitor customer health metrics, proactively identifying and addressing potential challenges to customer satisfaction and retention.
• Collaborate with internal teams to escalate and resolve customer issues, ensuring timely follow-up and communication.
• Collect, document, and analyze customer feedback to identify trends and opportunities for improvement.

Product Management (50%)

• Serve as the voice of the customer in product development discussions, ensuring customer needs and pain points are prioritized.
• Conduct market research and user interviews to refine product-market fit and identify opportunities for innovation.
• Translate customer feedback into actionable product features and improvements, writing user stories and working closely with the development team to implement them.
• Create and manage a product roadmap aligned with company objectives and customer priorities.
• Test new features with customers, gathering insights to guide iterations and improvements.
• Track key product success metrics and provide regular updates to stakeholders on progress and impact.

• 3+ years in Customer Success, Product Management, or a related role in a SaaS environment. Experience in B2B or retail tech is a strong plus.
• Skills:
• Strong customer engagement and relationship management skills.
• Excellent problem-solving, communication, and organizational abilities.
• Familiarity with Agile methodologies and tools (e.g., Jira, Trello).
• Analytical mindset with experience using data to inform decisions.
• Ability to thrive in a fast-paced startup environment, balancing multiple priorities.
• Mindset:
• Empathy for customers and a passion for solving their problems.
• Entrepreneurial spirit and willingness to take ownership of initiatives.
• Collaborative team player who values transparency and innovation.

• Competitive compensation.
• The opportunity to shape the trajectory of an early-stage startup.
• A collaborative and supportive work environment.
• A flexible work environment - this role is primarily remote, with an expectation of 1-2 in-person days per week for collaboration and team engagement.
• Access to a network of industry experts and resources through our venture studio partners.
• Please note that this is a full-time 1099 contract position.