Customer Success Manager

Nirvana•New York, NY

1d•$120,000 - $140,000•Hybrid

About The Position

Nirvana is looking for a motivated and thoughtful Customer Success Manager to join our growing CS team. You'll own a mixed book of business spanning SMB and mid-market accounts, managing relationships end to end from day one. This role is ideal for someone with 4+ years of customer facing experience who is ready to take ownership of a diverse portfolio and thrives in an early stage startup environment. Location: NYC (in office 3 days per week). Candidates must be based in the New York City area. We are not able to consider remote applicants for this role.

Requirements

4+ years of experience in Customer Success, Account Management, or a related client-facing role (SaaS or healthtech experience is a plus)
Early-stage startup experience required, comfortable working independently in ambiguity
Strong organizational instincts and the ability to manage multiple accounts and competing priorities
Collaborative and comfortable working cross-functionally, especially alongside sales during pilot processes
Excellent communication and interpersonal skills, energized by helping customers succeed
Data-savvy with intermediate Excel or Google Sheets, Metabase experience preferred
Comfortable in customer engagement platforms like HubSpot or Salesforce
Based in NYC and excited to join our hybrid office 3 days a week

Nice To Haves

Familiarity with healthcare or healthtech products
Exposure to onboarding or implementation processes

Responsibilities

Gain exposure to Nirvana's customer journey, product, and playbooks, with full account ownership within the first 3 months
Own a portfolio of accounts spanning SMB and mid-market, managing relationships from onboarding through renewal
Partner closely with the sales team on pilots and expansion opportunities, helping prospects experience Nirvana's value firsthand and converting them to long-term customers
Guide customers through onboarding and implementation, ensuring smooth and successful go-lives
Monitor engagement and usage, surfacing insights to drive adoption and retention
Serve as a trusted advisor to your accounts, delivering product updates, best practices, and performance reporting
Use data and insights to monitor account health, inform decisions, and tell compelling stories, including hands-on work in Excel or Google Sheets and Metabase to build reporting and analyze account data
Advocate internally for customer needs and contribute to process improvements across the CS team