Enterprise Customer Success Manager

About Nash

Nash provides cutting-edge last mile logistics infrastructure to the world's largest enterprises. Our innovative SaaS platform enables seamless, efficient, and scalable logistics solutions, transforming the way businesses handle their delivery operations. 

Nash was founded in 2021 by a team from Palantir and MIT, and has raised from top investors including Y-Combinator and a16z to build the world’s best last mile delivery platform.

Position Overview:

As an Enterprise Customer Success Manager, you will drive the success of our largest and most strategic customers. You’ll build strong relationships, ensure customer satisfaction, and drive the adoption and growth of our platform. Your logistical and technical expertise will be key in understanding customer needs, addressing challenges, and delivering value. This role requires a proactive approach to managing customer accounts, a deep understanding of their logistics operations, and the ability to translate technical features into business benefits.

This role reports to the GM, ANZ and you will play a direct role in shaping the growth of the region for Nash in addition to your core responsibilities. We expect the scope of this role to grow as Nash grows, with opportunities to take on additional customers, regions, and responsibilities over time depending on your interests and capabilities.

Key Responsibilities:

Customer Relationship Management:

• Build and maintain strong, long-lasting relationships with 2-3 enterprise customers.

• Conduct regular business reviews to assess customer needs, objectives, and challenges.

• Develop and implement tailored success plans to drive adoption and utilization of our platform.

Scoping and Implementation:

• Lead the scoping process to understand customer requirements and tailor solutions accordingly.

• Oversee the implementation of our platform, ensuring seamless integration with customer systems and processes.

• Provide hands-on support during the implementation phase to address any technical or logistical challenges.

Logistics and Technical Expertise:

• Act as a trusted advisor, leveraging your deep understanding of logistics operations to provide insights and solutions that meet customer needs.

• Collaborate with cross-functional teams (Product, Engineering, Sales, Support) to address customer issues and ensure timely resolution.

• Stay updated on industry trends, best practices, and emerging technologies in logistics and SaaS.

Customer Growth and Retention:

• Develop and deliver onboarding programs to ensure customers are fully leveraging our platform as quickly and efficiently as possible

• Identify opportunities for upselling and cross-selling to maximize customer value and revenue growth.

• Advocate for customer needs and feedback within the company to drive product improvements and innovation.

Performance and Reporting:

• Track and report on key customer success metrics, including adoption rates, satisfaction scores, and retention rates.

• Prepare and present regular reports to internal stakeholders on account status, opportunities, and challenges.

• Continuously improve customer success processes and strategies to enhance overall performance and efficiency.

What would make you a great fit for this role:

• Deep technical expertise - maybe you’ve spent some of your career as an engineer, product manager, or just love getting under the hood with tech. You can probably write basic SQL queries, advise on integration architecture, and troubleshoot configuration issues.

• Proven commercial track record - you’ve managed large, complex customer relationships and can demonstrate driving successful commercial outcomes like closing new business, contract renegotiations, or project management for implementations.

• Excellent communication, interpersonal, and presentation skills - you communicate quickly, clearly, and concisely. You’re as comfortable building relationships with engineering teams as executives.

• Operational acumen and logistics experience - you have an interest, or experience, working in logistics/shipping.

• Ability to thrive in ambiguity and doing things for the first time - we’re going through a period of explosive growth, and you will need to balance moving quickly and building for the future.

You should have:

• 5+ years of experience in consulting, customer success, product management, or related roles in a SaaS or logistics environment.

• Bachelor’s degree in Business, Logistics, Supply Chain Management, or a related field; MBA or advanced degree is a plus.

• Proficiency with CRM (e.g. Salesforce), analytics (e.g.Tableau/Mode), and diagnostic tools (e.g. Datadog)

• Willingness to travel as needed to meet with customers and attend industry events.

About Us

• Well-funded scale up backed by the industry's finest institutional investors

• Fully remote culture - work from home (or wherever!)

• Quarterly in-person events to bond with teammates

• Competitive compensation

• Flexible paid time off

• Other great perks, such as a home office stipend

EEOC

At Nash, we believe that diverse teams are the strongest teams. We invite applicants of all genders, races, ethnicities, nationalities, ages, religions, sexual orientations, disability statuses, educational experiences, family situations, and socio-economic backgrounds.