Customer Success Manager

Nominal; New York (NY); On-site; USD 80,000 - 120,000; Full time

Job summary

Nominal is seeking a Customer Success Manager to build and scale their customer success function. In this crucial role, you will define and take ownership of the post-sales process, ensuring that customers derive real value from Nominal's platform. Responsibilities include onboarding and renewing customers, monitoring health metrics, and collaborating with product and engineering teams. Ideal candidates will have a bachelor's degree and 3–5 years of customer-facing experience in a SaaS environment.

Qualifications

• 3–5+ years of customer-facing experience in SaaS.
• Excellent communication and relationship management.
• Data-driven decision-making capabilities.

Responsibilities

• Own the full customer lifecycle post-go-live: onboarding, adoption, renewal.
• Develop success plans with customers for measurable outcomes.
• Monitor customer health metrics and engage to mitigate churn.

Skills

Customer success

Account management

Communication skills

Analytical mindset

Collaboration

Automation technologies

Education

Bachelor’s degree in business/finance

Tools

Salesforce

Gainsight

Job description

Who are we?

We are Nominal, and we’re building the financial operating system for the most ambitious and fast‑growing companies of our generation. We combined big data and GenAI to disrupt the ERP space that hasn’t changed in the last 25 years - and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to enhance the global economy while doing the most important work of your career.

Our Team

We are a team of seasoned executives and world‑class engineers with a proven track record. Our leadership has been down this road before and our collective experience and insights are now channeled into creating a groundbreaking financial platform. We push our limits and challenge the status quo. We are backed by top VCs alongside prominent industry leaders.

Join our Journey

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.

Requirements

• 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.