Company Description
TrewUp is a fast-growing SaaS company helping CPG brands in the natural, specialty, and organic space manage trade spend, deduction reconciliation, and distributor relationships. Our subscription-based platform delivers clarity, efficiency, and cost-to-serve insights — empowering CFOs, controllers, and sales-finance teams to unlock growth.
We are dedicated to customer success, putting people first, and driving solution-oriented innovation in the CPG industry. We believe in giving back and fostering a world where every dollar in the retail supply chain is optimized for commercial success. Our team thrives on collaboration, purpose, and a shared commitment to creating lasting impact for our customers and the industry we serve. TrewUp is a faith-friendly, people-first company where collaboration, innovation, and care for our team and customers drive lasting impact.
We are at a pivotal stage of scaling — post-seed funding, strong customer adoption, and a roadmap that will accelerate growth through rapid integration with retailers and distributors.
The Opportunity
We’re seeking a Customer Success Specialist (CSS) who thrives in a fast-paced startup environment and takes pride in helping customers win. This role is both strategic and hands-on — managing the end-to-end customer journey from onboarding through renewal.
You’ll serve as a trusted advisor to brands, ensuring they realize measurable value from the TrewUp platform through sharp analysis, strong organization, and proactive engagement. The ideal candidate combines exceptional attention to detail with a data-driven mindset, capable of uncovering patterns in trade and deduction data that help customers drive profit and process improvement.
You’ll work cross-functionally with Sales, Product, and Engineering to translate customer needs into product improvements, integrations, and processes that drive retention and growth.
What You'll Do
- Own the Customer Journey: Lead onboarding, implementation, and ongoing support to ensure seamless adoption and high satisfaction.
- Be the Trusted Partner: Serve as the primary point of contact for brand partners — resolving issues, guiding best practices, and identifying opportunities for optimization.
- Drive Adoption & Value: Help customers unlock the full potential of TrewUp’s tools and data insights to reduce deductions and increase profitability.
- Collaborate Cross-Functionally: Work closely with Product and Engineering to communicate customer feedback, inform roadmap priorities, and shape future integrations.
- Manage Renewals & Retention: Monitor customer health metrics, manage billing and renewals, and proactively address churn risks.
- Champion Growth: Identify expansion opportunities and help customers deepen engagement with the platform.
What We're Looking For
- 3–5+ years of experience in CPG, SaaS, or technology-enabled services, ideally with exposure to trade spend or deduction management.
- Strong understanding of distributor relationships (e.g., UNFI, KeHE, Dot) and trade workflows in the natural/specialty sector.
- Highly organized and analytical, with a strong ability to prioritize tasks, interpret data, and drive decisions that improve customer outcomes.
- Excellent communication, relationship-building, and organizational skills.
- Data-driven mindset — able to turn insights into actions that drive ROI for customers.
- Highly proactive, self-directed, and resourceful in a fast-moving environment.
- Startup experience preferred; ability to operate with ownership and autonomy.
What Success Looks Like
- Within 3–6 months, you’ve onboarded multiple new customers with measurable adoption and satisfaction scores.
- Within 6–12 months, your accounts show improved retention, upsell opportunities, and advocacy (case studies, referrals).
- Within 12–18 months, you’ve contributed directly to process improvements that enhance the overall customer experience and team efficiency.
