Customer Success Manager

Summary

Nudge is an agentic commerce platform helping consumer brands improve product discovery inside AI platforms and convert shopper intent into revenue. The Customer Success Manager will own customers from onboarding through renewal, execute AI discovery and conversion programs, manage account health, and help build the company’s customer processes.

Responsibilities

• Act as the primary point of contact and strategic advisor for a portfolio of 20-40 consumer brands, from onboarding through renewal
• Own onboarding end-to-end, including kickoff, integrations, account setup, and delivering the first live wins so every customer sees value within their first two weeks
• Run recurring customer calls and business reviews, coming prepared with real account data and keeping customers informed, supported, and confident in the work
• Get into the details of each customer's program - what's live, what's moving, and what's blocked - and execute work directly inside the Nudge platform and AI tooling
• Identify opportunities and near-term wins before every customer call, turning platform data into actionable recommendations
• Track account health and churn risk weekly, surfacing risks early rather than waiting until renewal
• Become an expert in how AI platforms discover and recommend products, and bring those insights back to the founders and engineering team as product feedback
• Help shape the customer organization as we grow, from developing the onboarding playbook to helping determine who we hire next

Skills

• 3+ years of experience in a client-facing post-sale role, such as Customer Success, Account Management, Growth Management, or agency account strategy
• Experience managing a book of 15+ accounts on a recurring call cadence, with a strong understanding of metrics like retention, time to value, and accounts managed per week
• Direct experience with DTC, the Shopify ecosystem, or marketing teams at consumer brands
• Hands-on experience delivering work for clients. You've built or configured things like funnels, campaigns, SEO changes, dashboards, or other customer-facing programs rather than simply managing the relationship
• A builder mindset. You've worked in environments where the playbook didn't exist yet and documented and improved the process as you went
• Experience at companies like Klaviyo, Yotpo, Gorgias, Triple Whale, Intelligems, Fermat, or a growth agency is particularly relevant

Qualifications

Must Haves

• 3+ years of experience in a client-facing post-sale role, such as Customer Success, Account Management, Growth Management, or agency account strategy
• Experience managing a book of 15+ accounts on a recurring call cadence, with a strong understanding of metrics like retention, time to value, and accounts managed per week
• Direct experience with DTC, the Shopify ecosystem, or marketing teams at consumer brands
• Hands-on experience delivering work for clients. You've built or configured things like funnels, campaigns, SEO changes, dashboards, or other customer-facing programs rather than simply managing the relationship
• A builder mindset. You've worked in environments where the playbook didn't exist yet and documented and improved the process as you went

Nice to Haves

• Experience at companies like Klaviyo, Yotpo, Gorgias, Triple Whale, Intelligems, Fermat, or a growth agency is particularly relevant

Benefits

• Variable compensation
• Meaningful equity
• Remote work