[Hiring] Engagement Manager, Customer Success @Nash

Role Description

If you've spent the last few years in consulting, you know the work: get inside a client's operation, find where value is leaking, and go after it. This is that job, except here you keep the clients. You keep an ongoing relationship with the clients where your engagement would normally end.

You'll run a book of Nash's strategic and enterprise customers, four or five strategic accounts or about ten enterprise ones. When a deal is sold, a Solutions Consultant scopes and builds each deployment. Your role during onboarding is to learn the operation alongside them and take the lead once the customer is live. From there, your job is to make sure every account gets the most out of Nash, and to keep finding what would make it better.

What you'll do

• Learn each operation from the inside.
• Join during onboarding with the Solutions Consultant and Engineers, so by go-live you know how the customer runs as well as the people who built it.
• Find the opportunities and go after them.
• Every account has four kinds:
  • Adoption: customers are engaged with the services they purchased, as well as all future releases of Nash that are applicable to their operations, including our AI Agents.
  • Operations: better on-time performance, lower cost per delivery, fewer exceptions.
  • Efficiency: accounts that run cleanly, with day-to-day work handled by Support instead of you.
  • Growth: a well-run account surfaces new opportunities. You bring them to the Account Executive and Solutions Consultant to pursue.
• Run each account on a cadence.
• Quarterly adoption goals, a regular operating review with the customer's team, and business reviews with their leadership.
• Spot risk early.
• Know the health of every account in your book, and act before a problem becomes an escalation.
• Work across Nash.
• Keep up with the product.

Qualifications

• From consulting or strategic customer work.
• Two or more years in strategy or operations consulting, or in strategic customer success or account management at an enterprise software company.
• A problem finder.
• An operator.
• Data fluent.
• Fluent with AI.
• Credible at every level.
• Logistics experience helps, but isn't required.

Requirements

• Adoption goals for each account, set quarterly.
• The health of every account in your book.
• How efficiently each account runs.
• The opportunities you surface for the Account Executive and Solutions Consultant.

How we hire

• Apply, then send a short Loom (2 to 3 minutes) on why Nash and why this role.
• A conversation with the hiring manager.
• A conversation with a Nash colleague.
• A case study on a real customer situation.
• Offer.

Benefits

• Early-stage, well-funded startup – directly impact the company and grow your career!
• Quarterly broader team on-sites to bond with teammates.
• Competitive compensation and opportunity for equity.
• Flexible paid time off.
• Health, dental, and vision insurance for US employees.