Enterprise Implementation & 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. 

Born in Silicon Valley in 2021, Nash is built by a top-tier tech team with experience from MIT, Uber, and Palantir. Our investors include a16z and Y Combinator. We're now looking for passionate and experienced professionals to power our next stage of growth in Australia & New Zealand. 

Position Overview:

As an Enterprise Implementation & 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. 

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 enterprise customers.

  • Serve as the primary point of contact for assigned accounts, ensuring their satisfaction and success.

  • 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.

  • Coordinate with internal and external stakeholders to ensure timely and successful deployment.

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

• Logistics and Technical Expertise:

  • Leverage your deep understanding of logistics operations to provide insights and solutions that meet customer needs.

  • Act as a trusted advisor, translating technical features and capabilities into business value for customers.

  • 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.

  • Monitor customer usage and engagement metrics, proactively addressing any signs of churn risk.

  • 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 should be able to 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 Engineering, 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.