Full-Time
Customer Success Manager
Subtotal
1-10 employees
Retail analytics platform for purchase insights
Compensation Overview
$90k - $110k/yr
Remote in USA
Remote
 Customer Experience & Support (1) |
|---|
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- The candidate must have 2-3 years of experience in a customer-facing role at an early-stage business-to-business software-as-a-service startup.
- The candidate must be able to articulate complex concepts simply in written and verbal communication.
- The candidate must demonstrate process improvement, documentation, and operational efficiency skills.
- The candidate must be comfortable with technical products.
- The candidate must be familiar with modern software-as-a-service tools such as Slack, Notion, HubSpot, and Linear.
- The candidate must have a genuine interest in the retail, consumer packaged goods, or consumer data space.
- Lead onboarding calls, guide technical implementation, and help customers achieve value quickly.
- Coordinate with account executives to flag risks that could prevent pilot-to-paid conversion.
- Maintain a high pilot-to-paid conversion rate.
- Proactively check in on accounts and respond quickly to inbound questions.
- Identify barriers to adoption and full feature use.
- Run trainings, question-and-answer sessions, and recurring check-ins.
- Build customer education materials, including video walkthroughs, user guides, and email content.
- Drive expansion revenue by increasing net revenue retention.
- Surface feature requests and product gaps to inform the product roadmap.
- Document best practices and build customer-engagement templates across brand personas.
- Help iterate on internal processes to reduce customer friction.
- Take on additional projects that advance company objectives.
- Retail, consumer packaged goods, or consumer data experience is preferred.
Subtotal provides a retail analytics platform that helps retailers and brands use shopping data to improve customer experiences and drive growth. It gives access to digital receipts and purchase history, allowing analysis of consumer preferences, brand loyalty, and SKU-level shopping trends to support personalized recommendations. The platform emphasizes SKU-level insights, automated reporting, and spending categorization with easy API integration to enable end-to-end analytics. Its goal is to help clients optimize customer engagement and increase sales by turning shopping data into actionable insights for marketing, assortment, and loyalty programs.
Company Size
1-10
Company Stage
N/A
Total Funding
N/A
Headquarters
New York City, New York
Founded
2024
Get referred to Subtotal
See people who can refer or advise you
Simplify's Take
What believers are saying
- June 18, 2026 Smile.io partnership expands omnichannel loyalty distribution.
- July 28, 2026 marketing hire signals active go-to-market buildup.
- Private-beta Shopify App keeps landing merchants without custom engineering.
What critics are saying
- Shopify, Amazon, and retailers control APIs; policy changes can break purchase verification.
- Private beta and first marketing hire signal weak distribution and limited revenue scale.
- A data breach or failed compliance audit would destroy trust and kill enterprise deals.
What makes Subtotal unique
- Subtotal links retailer accounts directly, turning offline purchases into Shopify-native events.
- Its SKU-level purchase matching spans Walmart, Target, Amazon, Sephora, and more.
- SOC 2 Type II and enterprise docs reduce procurement friction.
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Benefits
Health Insurance
Company Equity
Remote Work Options
Performance Bonus
Company News
Lizzy Young joins Subtotal as Marketing Associate. Meet Lizzy Young, Subtotal's newest Marketing Associate. July 28, 2026 Cole Wilkes Welcoming Lizzy Young, its new Marketing Associate. Subtotal is building something that didn't exist a few years ago. At a company its size, awareness is everything. Nobody can buy what they've never heard of, and in a new category, hearing about it is only useful if the explanation lands. Lizzy joined Subtotal, Inc. as its Marketing Associate to make sure both happen. Lizzy runs its social channels, blog, marketing emails, and ads. She initially joined as its marketing intern and came on full time after graduating from Brigham Young University in April with a degree in Public Relations. Before Subtotal, she worked in digital marketing and social at a handful of startups, so she already knew the pace when she got here. Subtotal, Inc. is stoked to have Lizzy onboard at Subtotal. More about Lizzy. Why did you decide to join Subtotal, and what are you most excited to help build here? Most of my past internships were at startups, and I love the energy and hustle that comes with that. I wanted a role that would stretch me and help me grow in new ways as a marketer, and I was excited to dip my toes into everything, marketing and PR alike, instead of specializing too early in my career. Beyond that, Subtotal just has great people and a great energy about it. I wouldn't want to be anywhere else. What will you be working on in your role? Pretty much anything marketing-related. I manage its socials (LinkedIn and X, with Instagram and TikTok coming soon), blogs, marketing emails, and ads. Where did you go to school, or what was your previous experience? I graduated from Brigham Young University in April with a Bachelor's in Public Relations and a minor in Business. Before that, I had several internships, all in digital marketing and social media. Any advice that's stuck with you? It's a little silly, but my mom always told me I can have everything I want, just not all at once. As a young adult, it's easy to feel like you need it all right now - the newest products, the nicest house, constant travel, your dream job, love, kids, the cool city, time with family, all of it. The truth is you can have all of that, just not at the same time. That advice has helped me put my twenties into perspective and work hard where I can without expecting everything at once. There's a real peace in knowing I have my whole life to chase all of my goals and dreams. Favorite podcast, book, or show right now? Huge true crime fan, Dateline and Crime Junkie are my favorite. If you weren't in your current field, what would you be doing? I studied Public Relations, so honestly I'd probably still be doing something in that world. What's your "touch grass" activity to get away from screens? This might be awful, but I love shopping. The mall is my version of nature, I don't even have to buy anything, just filling up my cart and people-watching is enough to fill my cup. What's your most controversial food opinion? Hot sauce goes on everything. If you had to give a TED Talk tomorrow, what would it be about? Not to feed the "basic girl" allegations, but I could talk about Taylor Swift for hours if someone let me. What's a hobby or interest people might not expect? I've somehow developed a real love for cooking, which is funny because I hated it for the first two years of college. Now I love putting on a podcast and cooking dinner after work.
Subtotal x Smile integration. Easily reward customers for purchases they make at Walmart, Amazon, Target, and other retailers. Cole Wilkes Co-Founder and CEO Subtotal, Inc. partnered with Smile to make it easier for merchants to reward customers for buying their products from major retailers. Take a look at its integration docs to get started. Its partners at Smile recently wrote a great piece on why omnichannel loyalty matters. Subtotal, Inc. has made that case a few times ourselves, in How Shoppers Think and The Future of Loyalty. So this post isn't about why. It's about what's now possible. What changes. Historically, brands that wanted to reward retail purchases were limited to clunky, outdated methods like receipt scanning or printing codes on the inside of packaging. Yep, you read that right: inside the packaging.Subtotal, Inc. all know Gen Z isn't snapping pictures of receipts or typing alphanumeric codes from under a bottle cap. So what are they doing? They're making purchases with their retailer accounts. Now, customers can connect those accounts and earn points automatically. Two ways to reward. The integration adds two earning methods to your Smile program. * Points for linking a retail account. Reward customers the moment they connect a retailer like Target, Walmart, or Amazon. A linked account is a verified buyer, and the start of a relationship. That's worth rewarding on its own. * Points for every qualifying purchase. Award points per dollar spent at the retailers you choose. You set the rate, pick which retailers qualify, and money spent on your products is converted to points automatically. The points show up in the customer's Smile activity feed, right next to their online orders. One identity. One balance. One program. It just works. There's nothing new for your members to learn. They keep shopping the way they already do. When someone links a retailer account and makes a qualifying purchase, Subtotal applies your earning rules and awards the points in real time. No app to download, no extra step at checkout, and certainly no need for a paper receipt. Getting started. Get started today by signing up for Subtotal and following the steps in its integration docs. If you prefer some white-glove treatment, or you'd like to see the integration in action first, book a demo with its team.
Stone Mele joins Subtotal as Staff Software Engineer. Meet Stone Mele, the newest member of Subtotal's engineering team. Cole Wilkes Co-Founder and CEO Welcoming Stone Mele, its new Staff Software Engineer. At its core, Subtotal is a data company. Working with data at the scale Subtotal, Inc. do is genuinely hard and requires real expertise to do it well. Stone, who joined Subtotal, Inc. in December as Staff Software Engineer, brings that expertise to its Engineering team. Stone is a relentless builder and brilliant computer scientist, with deep data and ML chops sharpened across research and finance. He works across the full engineering stack, focused on leveling up how Subtotal turns raw purchase data into actionable insights for its brand partners. Subtotal, Inc. is stoked to have Stone onboard at Subtotal. More about Stone. Why did you decide to join Subtotal? I was super excited to work with Jordan and Cole again. Subtotal, Inc. went to college together and worked closely on many projects during that time. I knew they had built a great team around a great idea, it was an easy decision to join. What excites you most about your role? I get to learn something new every day. No idea is too crazy, and everyone is open to learning, sharing, and trying. That kind of environment is hard to find. What are you most excited to help build at Subtotal? I have a data and ML background, so I'm hoping to use the skills I've built up to level up Subtotal's insights and data capabilities. There's a lot of interesting work to do there. Where did you go to school and what's your background? I got my Masters from the University of Utah in 2019. After a brief attempt at research, I moved into the finance industry and then joined Subtotal at the end of last year. What's a project or accomplishment you're especially proud of? I made some pottery last summer and was really proud of how it turned out. There's something satisfying about starting something completely from scratch and seeing it through to the end. What's a hobby or interest people might not expect? I'm a Jiu Jitsu purple belt, and I've been keeping an ant colony for a while now. Both require more patience than you'd think. Favorite podcast, show, or creator right now? The H3 Podcast. Always entertaining. If you weren't in your current field, what would you be doing? Some kind of field biologist, deep in a jungle or at the bottom of the ocean studying plants and animals. I think about this more than I probably should. What's your "touch grass" activity? I have a very energetic poodle who needs a lot of walks. Honestly, if it wasn't for him I'd probably never leave the house. Most controversial food opinion? Going vegan. I've been vegan for about 12 years now and it's always controversial when it comes up. Favorite place you've visited? Carmel, California. It was awesome. If Subtotal ever goes public, I'm buying a house there. Any advice that's stuck with you? Start simple.
Subtotal achieves SOC 2 Type II compliance. Subtotal is now SOC 2 Type II compliant, reinforcing its commitment to security, trust, and reliable data connectivity for every brand, retailer, and shopper. Subtotal, Inc. has some exciting news to share. Subtotal has officially completed its SOC 2 Type II audit and now has an issued SOC 2 Type II report. This has been a significant goal for Subtotal, Inc., and Subtotal, Inc. is thrilled to make it official. From day one, Subtotal, Inc. has believed that connecting shopper retail accounts, powering itemized purchase data, and enabling brands to build meaningful relationships should come with rigorous security, strong controls, and transparent operational discipline. Security, trust, and operational rigor aren't afterthoughts. They are foundational to how Subtotal, Inc. design the product, run the company, and support its customers. This milestone reflects that. What does SOC 2 Type II mean? SOC 2 is a security and compliance framework created by the American Institute of Certified Public Accountants (AICPA). It evaluates whether a company has established adequate controls related to security, availability, confidentiality, processing integrity, and privacy. There are two types of SOC 2 audits. A Type I audit checks whether controls are designed correctly at a particular moment in time. A Type II audit goes further and verifies that those controls actually operate effectively over an extended period. In other words, it confirms that Subtotal, Inc. actually do what Subtotal, Inc. say Subtotal, Inc. is going to do on a day-to-day basis. * Subtotal, Inc. operate controls to protect your customers' retail-account connections, itemized purchase data, and integrations on an ongoing basis. * External auditors reviewed and tested its controls over a sustained period spanning people, processes, and technology. * Subtotal, Inc. has committed to ongoing monitoring and transparency so you can move forward knowing Subtotal takes security and operational integrity seriously. Why Subtotal, Inc. decided to do this now. Subtotal, Inc. wanted to demonstrate early in its company's life that Subtotal, Inc. take data protection seriously and that its internal practices align with the expectations of enterprise procurement, privacy teams, and security stakeholders. SOC 2 has become a standard benchmark for trust. Completing the audit and receiving its Type II report now helps Subtotal, Inc. move faster with customers and stay ahead of the needs of the brands Subtotal, Inc. serve. How Subtotal, Inc. got here. Subtotal, Inc. partnered with Vanta to automate evidence collection and monitor its controls. Their platform helped Subtotal, Inc. build a strong security foundation and made the readiness process smooth and efficient. Its audit was conducted by Advantage Partners, who created a seamless audit experience and ultimately issued its SOC 2 Type II report after verifying that its controls operated effectively throughout the observation window. Behind the scenes, its team put in a lot of focused work. Subtotal, Inc. documented processes, tightened workflows, formalized policies, and reinforced habits already in place. The result is a stronger operational foundation for Subtotal as Subtotal, Inc. scale. Why this matters for you (and your brand). More confidence for your teams and stakeholders. Subtotal now operates on independently verified controls, which makes security, compliance, legal, and procurement conversations far smoother. Your teams can rely on a platform that has been tested against a recognized standard and validated over a sustained period. A more resilient platform to build on. The SOC 2 process strengthened its internal practices, improved visibility into risks, and sharpened change management and incident response. This creates a more secure, reliable, and predictable foundation for everything you build with Subtotal. Less friction in procurement and onboarding. Enterprise customers and partners increasingly require proof of strong operational controls, and SOC 2 Type II has become the gold standard. Having an issued report removes blockers, streamlines evaluations, and accelerates integrations and partnerships. No changes to your product experience. The APIs, SDKs, and integrations you use today stay the same. They simply sit on top of a validated and independently tested control environment. Its developer experience remains focused on ease and clarity, with fast onboarding, clean APIs, and seamless flows. What's coming next. Achieving SOC 2 Type II compliance is a major milestone, but it's not the end of the journey. Subtotal, Inc. treat this as a baseline, not a ceiling. Subtotal, Inc. will continue undergoing annual SOC 2 audits, expand its security and privacy controls, and be transparent about its compliance posture and roadmap. Its goal is to make it easy for you to build with Subtotal while knowing your data is handled with care. Thank you. Subtotal, Inc. wouldn't be here without the trust you place in Subtotal. Subtotal, Inc. is grateful to the brands, shoppers, developers, and partners who believe in what Subtotal, Inc. is building. Your trust matters to Subtotal, Inc., and this milestone is another way Subtotal, Inc. earn it. Subtotal, Inc. is excited to keep building the future of retail and loyalty together, backed by a foundation of trust and security you can rely on. - The Subtotal Team
Today, Subtotal, Inc. is excited to announce the launch of the Subtotal Shopify App - a powerful extension of its platform that helps Shopify merchants close the gap between DTC and retail.