Customer Success Manager/Engineer

About Speedy Labs

Maximize profits with AI-powered rebate management.

Tech

We are using Large Language Models, React, Django, AWS, Figma.

The role

## About Speedy LabsSpeedy Labs is building the AI-powered operating system for rebate and margin management.Foodservice distributors, buying groups, and manufacturers manage billions of dollars of rebates, incentives, pricing programs, and supplier agreements every year — much of it through spreadsheets, PDFs, emails, and fragmented ERP workflows. That creates enormous operational overhead and leaves real money unclaimed.Speedy changes that.Our AI agents read contracts and statements, reconcile rebate payments line by line, identify short pays and missed opportunities, calculate true net cost, and surface margin-improvement opportunities — all while tying every answer back to the underlying source data.Today, Speedy works with foodservice distributors, buying groups, and manufacturers and processes billions of dollars of rebate-eligible transactions. We are backed by Y Combinator and GV and are building a category-defining product at the intersection of AI, enterprise software, and finance operations.## About the RoleWe’re looking for a **Customer Success Manager / Customer Success Lead** to own the customer journey from implementation through long-term adoption, value realization, and expansion.This is not a traditional CSM role where you hand customers off after onboarding and check in once a quarter.At Speedy, Customer Success sits at the center of the customer, product, data, and engineering relationship. You’ll work directly with finance leaders, procurement teams, rebate managers, operators, and executives to understand how their business works, get their data and workflows successfully running in Speedy, and make sure the platform is producing measurable financial outcomes.You’ll become deeply knowledgeable about each customer’s rebate programs, ERP data, supplier relationships, and operational workflows. You’ll help turn messy real-world processes into scalable systems, uncover opportunities for customers to recover revenue and improve margins, and translate what you learn into product improvements.As one of the earliest Customer Success hires, you’ll also help define how Speedy does customer success: implementation playbooks, success metrics, QBRs, escalation processes, expansion motions, and eventually the team itself.The ideal candidate combines the relationship-building ability of an excellent enterprise CSM with the analytical and operational mindset of a consultant or implementation lead.## Responsibilities### Customer Ownership* **Own the relationship end to end:** Serve as the primary point of contact for a portfolio of strategic customers from implementation through adoption, renewal, and expansion.* **Become a trusted advisor:** Build strong relationships with finance, procurement, operations, IT, and executive stakeholders.* **Drive measurable customer outcomes:** Understand what financial and operational success means for each customer and ensure Speedy consistently delivers against it.* **Create executive alignment:** Lead recurring business reviews that clearly demonstrate value delivered, outstanding opportunities, risks, and next steps.* **Champion the customer internally:** Represent customer priorities clearly across Product, Engineering, Data, and GTM teams.### Implementation & Program Management* **Lead customer implementations:** Own implementation plans from kickoff through data ingestion, configuration, validation, training, and go-live.* **Understand complex workflows:** Learn how each customer manages rebates, contracts, accruals, claims, pricing programs, supplier statements, and ERP data.* **Coordinate cross-functional execution:** Work closely with Engineering and Product to unblock technical dependencies and ensure successful launches.* **Manage priorities and tradeoffs:** Help customers distinguish mission-critical requirements from lower-priority requests while maintaining momentum.* **Identify risks early:** Proactively surface data, process, stakeholder, or timeline risks and drive them to resolution.### Adoption & Value Realization* **Turn insights into action:** Help customers understand and act on opportunities surfaced by Speedy, including short pays, missed rebates, tier opportunities, and margin improvements.* **Drive product adoption:** Ensure users understand how to incorporate Speedy into their day-to-day operating processes.* **Train and enable customers:** Lead product walkthroughs, workflow training, and executive demonstrations.* **Monitor customer health:** Identify adoption gaps, workflow bottlenecks, and emerging risks before they become problems.* **Quantify impact:** Build a clear narrative around dollars recovered, operational time saved, margin opportunities identified, and processes improved.### Product & Technical Partnership* **Translate customer needs into product insight:** Identify patterns across customers and communicate structured product feedback to the Product and Engineering teams.* **Investigate complex issues:** Work directly with customers and engineers to understand data discrepancies, configuration issues, and workflow edge cases.* **Validate new functionality:** Test new features and workflows against real customer use cases before and after release.* **Help shape the product:** As an early member of the team, your understanding of customers will directly influence what we build.### Expansion & Customer Strategy* **Identify expansion opportunities:** Recognize where additional business units, workflows, programs, suppliers, or use cases can benefit from Speedy.* **Build customer champions:** Develop strong advocates who see Speedy as a critical part of their financial and operational infrastructure.* **Partner with Sales:** Support expansion conversations and help prospective customers understand what successful deployment looks like.* **Improve the playbook:** Turn what works into repeatable implementation, onboarding, adoption, and account-management processes.## What We’re Looking For* 4+ years of experience in Customer Success, enterprise account management, implementation, solutions consulting, professional services, program management, or a similar customer-facing role.* Experience working with complex B2B or enterprise software customers.* Demonstrated ability to manage multiple stakeholders and work effectively with both day-to-day operators and senior executives.* Strong project and program management skills, with the ability to drive complicated implementations from ambiguity to completion.* Excellent analytical skills and comfort working with operational and financial data.* Ability to understand technical concepts, data integrations, and system workflows without necessarily being an engineer.* Exceptional written and verbal communication skills.* Strong judgment and the ability to prioritize effectively in a fast-moving startup environment.* A bias toward ownership: when something is blocking a customer, you figure out how to move it forward.* Comfort operating at both strategic and tactical levels — from an executive QBR to investigating why a particular rebate line does not reconcile.* High attention to detail. Our customers trust Speedy with financially critical workflows, and small discrepancies matter.* Curiosity and a willingness to become deeply knowledgeable about an industry that most software companies overlook.