Customer Success Manager

Nirvana•New York, NY

5h•$110,000 - $130,000•Hybrid

About The Position

Nirvana is seeking a motivated and thoughtful Customer Success Manager to join their growing CS team. This role will manage a book of business spanning SMB and select mid-market accounts, with increasing ownership over the first few months and exposure to enterprise accounts through shadowing and support. The position reports to the Head of CS and is ideal for individuals with 2+ years of experience independently managing a book of business, comfortable operating at a junior level while progressing towards an Enterprise CSM role. The candidate should be confident with fundamentals and ready to handle more complex accounts over time. This is a hybrid role based in NYC, requiring candidates to be in the office 3 days per week. Remote applicants will not be considered.

Requirements

2+ years independently owning a book of business, as part of 4+ years of overall experience in Customer Success, Account Management, or a related client-facing role
Early-stage startup experience required, comfortable working independently in ambiguity
Strong organizational instincts and the ability to manage multiple accounts and competing priorities, with the ability to triage and prioritize independently
Passion for process development, with an eye for turning ambiguity into structure
Excellent communication and interpersonal skills, energized by helping customers succeed
Data-savvy with strong storytelling skills; intermediate Excel or Google Sheets, Metabase experience strongly preferred
Comfortable in customer engagement platforms like Salesforce
Based in NYC and excited to join our hybrid office 3 days a week

Nice To Haves

SaaS or healthtech experience is a plus
Familiarity with healthcare or healthtech products
Exposure to onboarding or implementation processes

Responsibilities

Gain exposure to Nirvana's customer journey, product, and playbooks, with growing account ownership within the first 3 months
Manage a book of approximately 70 accounts, including SMB and mid-market, with roughly half suited for self-service transition as you help standardize support
Own process development for the CS team, identifying gaps and building scalable, standardized workflows as the book of business grows
Partner with CS on reporting and analyses to support broader team initiatives
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
Shadow and support enterprise accounts as opportunities arise, building toward a path to Enterprise CSM
Advocate internally for customer needs and contribute to process improvements across the CS team
Independently triage and prioritize across a high-volume book