Customer Success Manager

The role As the Customer Success Manager, you will be one of the first members of Nudge’s customer team, owning customers from the day they sign through renewal. You will run their AI discovery and conversion programs, execute the work directly inside the product, and work closely with the founders across multiple accounts. This role starts with learning the product, understanding our customers, and delivering results. We do not expect you to come in and build a playbook on day one. You will go deep on the dashboard, tooling, and every account, then take ownership of your book of business. As the customer motion matures, you will help shape the onboarding playbook, account health system, and customer organization we build around you. You will be the driving force behind each customer’s AI discovery and conversion program, the person they trust to own the strategy and the person who gets into the details of what is live, what is moving, and what is blocked. This is not a pure account management role or a pure operations role. It sits in between, and that is the point. What you will do 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 is live, what is moving, and what is 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 What we are looking for 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 Experience at companies like Klaviyo, Yotpo, Gorgias, Triple Whale, Intelligems, Fermat, or a growth agency is particularly relevant Hands-on experience delivering work for clients. You have 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 have worked in environments where the playbook did not exist yet and documented and improved the process as you went