Customer Success Manager

Nominal•New York, NY

10h

About The Position

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. Nominal’s culture is fast-paced, dynamic, with high focus on execution. The team includes engineers and operators from Netapp, Microsoft, Varonis, BigPanda, Riskified, HiBob, Armis, CheckPoint, and similar backgrounds. Expect an environment where smart, hands-on leadership is celebrated, and thoughtful ownership, initiative and open communication are part of the core values. 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. 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.

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.

Nice To Haves

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.

Responsibilities

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.