Customer Success Manager

Nudge; United States; Remote; USD 90,000 - 110,000; Full time

Benefits offered by this job

Remote work

Quarterly travel

Equity

Job summary

Nudge is seeking a Customer Success Manager to own a portfolio of 20–40 consumer brands from onboarding through renewal. You’ll drive AI discovery and conversion programs, executing directly inside the product and collaborating with founders across accounts.

You’ll learn the product, understand customers, and deliver results, shaping onboarding playbooks and the customer organization as we grow. Remote role with quarterly travel for team events and conferences.

Qualifications

• 3+ years in a client-facing post-sale role (CS, AM, Growth, or agency strategy).
• Experience managing 15+ accounts on a recurring call cadence with retention metrics.
• Direct experience with DTC, Shopify ecosystem, or consumer brands marketing teams.
• Background at Klaviyo, Yotpo, Gorgias, Triple Whale, Intelligems, Fermat, or growth agencies is a plus.
• Hands-on delivery experience for clients (funnels, campaigns, dashboards, etc.).
• Builder mindset with habit of documenting and improving processes when playbooks don’t exist.

Responsibilities

• Serve as primary contact and strategic advisor for 20–40 brands from onboarding through renewal.
• Own onboarding end-to-end and deliver first live wins within two weeks.
• Lead recurring customer calls and business reviews with real account data.
• Deep-dive into each program to track live status, progress, and blockers; execute inside Nudge platform.
• Identify opportunities and near-term wins; translate platform data into recommendations.
• Monitor account health and churn risk weekly; raise risks early.

Skills

Client-facing

Account management

Growth management

DTC experience

Shopify ecosystem

Data-driven decisions

Job description

About Nudge

Nudge is an agentic commerce platform helping consumer brands win discovery inside AI platforms and turn shopper intent into revenue.

We launched earlier this year and are growing incredibly fast, already working with consumer brands like L’Oréal, Mosh, and Olukai. We’re backed by global investors including s16, Antler, and the founders of Datadog, Miro, and Postman.

The Role

As the Customer Success Manager , you’ll be one of the first members of Nudge’s customer team, owning customers from the day they sign through renewal. You’ll run their AI discovery and conversion programs, execute the work directly inside the product, and work closely with the founders across multiple accounts.

This role starts with learning the product, understanding our customers, and delivering results. We don’t expect you to come in and build a playbook on day one. You’ll go deep on the dashboard, tooling, and every account, then take ownership of your book of business.

As the customer motion matures, you’ll help shape the onboarding playbook, account health system, and customer organization we build around you.

You’ll be the driving force behind each customer’s AI discovery and conversion program - the person they trust to own the strategy and the person who gets into the details of what’s live, what’s moving, and what’s blocked.

This isn’t a pure account management role or a pure operations role. It sits in between, and that’s the point.

What You’ll Do

• Act as the primary point of contact and strategic advisor for a portfolio of 20-40 consumer brands, from onboarding through renewal

• Own onboarding end-to-end, including kickoff, integrations, account setup, and delivering the first live wins so every customer sees value within their first two weeks

• Run recurring customer calls and business reviews, coming prepared with real account data and keeping customers informed, supported, and confident in the work

• Get into the details of each customer’s program - what’s live, what’s moving, and what’s blocked - and execute work directly inside the Nudge platform and AI tooling

• Identify opportunities and near‑term wins before every customer call, turning platform data into actionable recommendations

• Track account health and churn risk weekly, surfacing risks early rather than waiting until renewal

• Become an expert in how AI platforms discover and recommend products, and bring those insights back to the founders and engineering team as product feedback

• Help shape the customer organization as we grow, from developing the onboarding playbook to helping determine who we hire next

What We’re Looking For

• 3+ years of experience in a client‑facing post‑sale role, such as Customer Success, Account Management, Growth Management, or agency account strategy

• Experience managing a book of 15+ accounts on a recurring call cadence, with a strong understanding of metrics like retention, time to value, and accounts managed per week

• Direct experience with DTC, the Shopify ecosystem, or marketing teams at consumer brands

• Experience at companies like Klaviyo, Yotpo, Gorgias, Triple Whale, Intelligems, Fermat, or a growth agency is particularly relevant

• Hands‑on experience delivering work for clients. You’ve built or configured things like funnels, campaigns, SEO changes, dashboards, or other customer‑facing programs rather than simply managing the relationship

• A builder mindset. You’ve worked in environments where the playbook didn’t exist yet and documented and improved the process as you went

Location: US, working EST hours
Work Arrangement: Remote, with quarterly in-person travel for team events and conferences
Compensation: $90-110K base + variable compensation + meaningful equity