Associate Customer Success Manager

Job Description

Role Overview

The Associate Customer Success Manager at TrewUp will be the key relationship owner for our brand partners. This person will lead the end-to-end customer journey from onboarding and setup through ongoing support, adoption, billing, and renewals.

The Associate CSM will act as both a strategic advisor and a hands-on problem solver, ensuring that every customer realizes the full value of TrewUp’s platform and services. Success in this role means customers not only stay with TrewUp, but actively grow with us.

What you'll do

You’ll own a portfolio of CPG brands from kickoff through renewal. On any given day, you might onboard a brand with distributor and retailer integrations, investigate a missing deduction document, or help a finance lead understand a spike in promotional charges.

■     Get customers live. Lead kickoff calls, coordinate distributor access and account setup, verify that expected data is available, and train customers using their own data.

■     Own customer questions through resolution. Investigate complex problems, reporting discrepancies, and assist with new user access issues. Coordinate technical fixes and billing questions with the right teams, and keep customers informed.

■     Help brands act on their data. Run check-ins that help customers understand charges, find supporting documentation, and prioritize deductions for review. Bring in TrewUp’s trade spend specialist when deeper analysis is needed.

■     Drive adoption and retention. Track customer goals and usage, act early when onboarding or engagement stalls, and lead renewal conversations. Partner with Sales when customers want to add a brand or distributor.

■     Improve the customer experience. Share recurring issues with Product and Operations and use what you learn to improve onboarding and training.

What you'll bring

■     At least one year of hands-on CPG experience at a brand, broker, distributor, or directly supporting CPG brands. You’ve worked with distributor deductions, trade spend, promotions, or related financial workflows.

■    Familiarity with documents such as remittances, invoices, promotional agreements, and deduction backup. You can walk us through an issue you investigated and explain how you resolved it.

■    Strong spreadsheet and communication skills. You can compare reports, explain discrepancies in plain language, lead customer calls, and manage follow-ups across multiple accounts.

Experience with KeHE, UNFI, Kroger, natural/specialty grocery, or SaaS onboarding and support is a plus.

Key Responsibilities

■     Customer Onboarding & Implementation

Guide new customers through setup, training, and data integration to ensure a smooth launch.

■     Customer Support & Relationship Management

Serve as the primary point of contact for customer questions, issue resolution, and ongoing education.

■     Adoption & Value Delivery

Drive platform engagement by identifying opportunities to optimize processes and leverage TrewUp’s insights.

■     Customer Advocacy

Partner with Sales, Product, and Operations to champion customer feedback and help shape the TrewUp experience.

■     Growth & Retention

Monitor customer success metrics, identify risks or opportunities, and develop strategies to expand usage and retention.

Qualifications

■    1-3+ years of experience in the CPG industry , ideally within natural products or distributor partnerships (KeHE, UNFI) .

■    Background in sales, finance, deductions management, or trade marketing for CPG brands.

■    Understanding of trade spend workflows , promotions , and distributor deductions .

■    Experience in a SaaS or tech-enabled environment (preferred).

■    Strong communication, organization, and relationship management skills.

■    Ability to translate data and analytics into actionable customer insights.

■    Self-starter with a passion for helping brands grow and succeed.

Why join TrewUp

■    Work at the intersection of CPG and technology , helping brands solve real operational challenges.

■    Join a passionate, collaborative team driving innovation in trade spend and deductions management.

■    Opportunity to influence product direction and customer experience from the ground up.

■    Competitive pay, flexible work environment, and strong growth potential.