Customer Success Manager, NA - Remote Eligible

Nash Is Building The Logistics Infrastructure For The Internet

Last mile is a $500B industry powering digital commerce but managed largely with self managed API integrations. Nash approaches last mile orchestration with information completeness solutions from checkout, courier management, customer engagement, and post-purchase experience. Doing this enables merchants and customers to capture immense efficiencies, drive better customer experience, reliability and business outcomes.

We are working towards a mission of processing a double digit percentage of every physical last-mile transaction. We achieve this by providing top of the market modules for each step of the customer journey and leveraging the network effects from having more information that allows traditional competitors to collaborate. It's a big mission, but we are already seeing strong market pull as we are already serving some of the largest retailers in the world like Walmart, 7-Eleven and Woolworths.

Nash was founded in 2021 by Mahmoud Ghulman (2x Founder, MIT) and Aziz Alghunaim (2x Founder, 2x YC, Ex-Palantir, MIT) and has raised funding from top investors, including Y-Combinator and a16z, to build the world's best logistics infrastructure platform. We are based in SF.

Customer Success Manager

The Customer Success Manager (CSM) will be responsible for managing and expanding relationships with Nash's largest and most strategic customers. This role will serve as the primary point of contact, trusted advisor, and advocate, focused on ensuring optimal use of Nash's platform, identifying growth opportunities, and driving measurable outcomes aligned with customer and company goals.

What You'll Do

• Build Trusted Relationships: Act as the primary point of contact and trusted advisor to executives and technical stakeholders within client organizations, developing deep insight into their unique business needs and objectives.
• Provide Technical and Strategic Support: Address technical challenges, design effective solutions, and drive resolution by collaborating with internal teams such as Engineering, Product, and Support.
• Drive Customer Outcomes & ROI: Consult clients on best practices, analytics insights, and success metrics to maximize their return on investment, regularly assessing and communicating progress.
• Lead Implementation Projects: Oversee onboarding and technical integration, ensuring clients understand and can fully leverage our platform's capabilities to enhance their logistics operations.
• Identify and Support Expansion Opportunities: Partner with Sales to identify upsell or cross-sell opportunities, aiming to expand platform adoption within the client organization.
• Collaborate for Change Management: Work closely with customer teams to facilitate platform adoption, using proven strategies for change management, process improvement, and value realization.
• Act as the Customer Advocate: Bring forward client insights and requirements to influence product roadmap decisions and drive continuous improvements in our platform.

Who You Are

• 5+ years of experience in customer-facing roles like Customer Success, Solutions Engineering, or Technical Project Management, ideally in logistics, SaaS, or infrastructure technology sectors.
• Strong technical skills with experience in API integrations and data solutions
• Exceptional communication and project management skills, with an ability to navigate complex projects and manage stakeholder expectations.
• Adept at translating technical insights into actionable business outcomes, with a customer-first mindset and a proactive approach to solving challenges.
• Strong data literacy with the ability to draw meaningful insights that drive customer decision-making and success.

Preferred Qualifications

• Prior experience in last-mile logistics, transportation, or enterprise SaaS environments.
• Proficiency in data tools such as SQL or Python for analysis and reporting.
• Familiarity with database management and product analytics tools for actionable insights.

What You'll Love About Us

Early-stage, well-funded startup – directly impact the company and grow your career! Quarterly broader team on-sites to bond with teammates Competitive compensation and opportunity for equity Flexible paid time off Health, dental, and vision insurance