[Hiring] Customer Success Manager @Nominal

Role Description

We’re looking for a Customer Success Manager to build and scale our customer success function from the ground up - turning early wins into repeatable success and expansion.

As our first dedicated Customer Success Manager, you will define and own the post-sales motion for Nominal. You will be responsible for ensuring our customers achieve rapid value, drive ongoing product adoption, secure renewals, and expand revenue through upsells and cross-sells. You will work hand-in-hand with our technical onboarding team, product team, and engineering to shape how customers use our platform and to scale the CS process as Nominal grows.

Responsibilities and Impact

• Own the full customer lifecycle post-go-live: onboarding, adoption, renewal, and expansion.
• Develop success plans with customers to ensure measurable business outcomes.
• Monitor customer health metrics and usage signals; proactively engage to mitigate churn risk and promote growth opportunities.
• Manage a revenue target tied to renewals and expansion (upsells and cross-sells).
• Work with customers to identify manual accounting processes and translate them into Nominal automation opportunities.
• Work closely with our technical implementation team to ensure seamless hand-off of agentic workflows from implementation into success, and ongoing value delivery.
• Work closely with the Product team: gather and synthesize customer feedback, identify feature gaps, inform roadmap priorities.
• Define and document CS playbooks, processes, metrics, and tooling (e.g., health scoring, dashboards, playbooks for expansions).
• Lead regular business reviews with customers (quarterly, executive), tracking value delivered and renewing/expanding contracts.
• Champion customer advocacy: case studies, references, testimonials, and user-community development.

Qualifications

• Bachelor’s degree (business/finance preferred).
• 3-5+ years of customer-facing experience (customer success, account management, or post-sales in SaaS environment).
• Excellent communication and relationship management skills.
• Analytical mindset, data-driven decision-making.
• Ability to collaborate across functions (product, engineering, GTM, customers) in a fast-paced startup.
• Comfortable working with automation technologies or AI-driven workflows.
• Willingness to travel occasionally for customer engagements and collaboration.

Preferred Qualifications

• Experience in an early-stage startup environment, especially in a post-sales/CS role building processes from scratch.
• Strong understanding of accounting processes, data structures, and financial workflows.
• Familiarity with CRM/CS platforms (Salesforce, Gainsight, etc.), analytics tooling, and customer health monitoring.
• Background in automation, workflow, or data-heavy SaaS products.

Benefits