Customer Success Manager

Nudge

5d•$90,000 - $110,000•Remote

About The Position

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. 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.

Requirements

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

Responsibilities

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