[Hiring] Customer Success Manager @NABIS

Role Description

We are looking for a Customer Success Manager to join our growing CX team as our first dedicated retention hire — supporting the Phase 1 launch of this function with a dedicated portfolio of roughly 25 New York brand partners, spanning a mix of enterprise, mid-size, and emerging brands.

This is a strategic, partner-facing role at the intersection of relationship management, operations, and platform expertise. You will serve as the trusted long-term point of contact for your accounts — monitoring health signals, leading business reviews, driving product adoption, coordinating cross-functional resolutions, and identifying opportunities to expand the partnership.

• You own retention; your BAM counterpart owns expansion.
• Your success is measured by the long-term GMV retention of the brand accounts you own.
• This role reports directly to the Director of Customer Experience.
• As the first CSM hire, you'll help shape the function's tools, playbooks, and hiring plan as the team grows.

Responsibilities

• Partner Adoption & Success Planning
  • Develop and execute tailored success plans for each account, mapping Nabis' platform capabilities to the partner's specific business goals.
  • Drive product adoption post-onboarding by proactively introducing relevant platform features, identifying underutilized tools, and removing barriers to engagement.
  • Serve as the primary long-term point of contact for partners following handoff from the Partnerships team.
  • Track and reinforce partner progress against defined success milestones, adjusting the plan as business needs evolve.
• Relationship Management & Retention
  • Manage a dedicated portfolio of brand accounts with a focus on long-term retention, satisfaction, and partnership growth.
  • Apply differentiated cadence by account tier — Enterprise accounts: monthly check-ins and QBRs; Premium accounts: quarterly business reviews; Standard accounts: semi-annual check-ins.
  • Conduct regular business reviews (QBRs) and check-ins to assess partner health, surface opportunities, and reinforce the value of the Nabis platform.
  • Monitor account health signals — engagement trends, order patterns, platform usage — and take proactive action to address risk before it becomes churn.
  • Build trusted relationships across multiple stakeholders within each partner account.
  • Handle escalations with urgency, empathy, and professionalism.
• Platform & Operational Expertise
  • Develop deep fluency in Nabis' platform, order management workflows, and logistics operations.
  • Troubleshoot and triage platform-related issues reported by partners.
  • Support partners with order-related inquiries, fulfillment exceptions, billing questions, and account-level changes.
  • Maintain accurate records of partner interactions, account status, and success milestones within the CRM and ticketing platform.
  • Build and maintain the account health scoring and reporting foundation for your portfolio.
• Cross-Functional Collaboration & Voice of Partner
  • Act as the internal advocate for your accounts — translating partner feedback into actionable insights.
  • Liaise with Operations, Finance, Compliance, and Sales teams to resolve partner-facing issues.
  • Contribute to the development of playbooks, onboarding materials, and knowledge base content.
  • Surface recurring friction points and systemic issues to CX leadership.
  • Support ad hoc projects, platform rollouts, and process improvements as directed by CX leadership.
• Performance & Growth
  • Meet or exceed individual KPI targets, with GMV retention rate and product adoption rate as the two primary metrics.
  • Actively participate in coaching sessions, team calibrations, and CS community of practice.
  • Demonstrate consistent reliability in schedule adherence, communication standards, and CRM hygiene.
  • Contribute to building the CSM function at Nabis.

Qualifications

• 3+ years of experience in customer success, account management, or B2B relationship management within a SaaS, logistics, distribution, or marketplace environment.
• Demonstrated track record of owning a retention metric — ideally GMV or revenue-based.
• Strong written and verbal communication skills in English.
• Proficiency with CRM and customer success platforms (Salesforce, HubSpot, Gainsight, Zendesk, or similar).
• Solid understanding of order management, fulfillment workflows, and basic billing and invoicing processes.
• Hands-on data fluency — experience pulling and structuring data from source systems.
• Ability to work independently in a fully remote environment.
• Availability to work a schedule aligned to US Pacific or Eastern business hours.

Requirements

• Experience supporting B2B accounts in wholesale, distribution, supply chain, or regulated industries.
• Familiarity with compliance-adjacent workflows such as license verification or regulatory documentation.
• Background in SaaS platform support, including troubleshooting user-reported issues.
• Experience working within a tiered support or structured escalation framework.
• Familiarity with customer success methodologies (e.g., QBR frameworks, health scoring, success planning).
• Bilingual in Spanish and English is a plus.

Benefits

• Competitive compensation commensurate with experience and market $80,000 to $100,000.
• Fully remote work environment with a structured, collaborative team culture.
• Exposure to a high-growth, technology-first distribution platform operating at scale.
• Clear performance expectations with coaching, development support, and a defined growth path within CX.
• The opportunity to help build and shape the Customer Success function at Nabis from the ground up.