Customer Success Manager

2 weeks ago

New York, NY, United States Nominal Full time
Description

Who are we?

We are Nominal, and we're building the financial operating system for the most ambitious and fast-growing companies of our generation. We combined big data and GenAI to disrupt the ERP space that hasn't changed in the last 25 years - and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to enhance the global economy while doing the most important work of your career.

Nominal's culture is fast-paced, dynamic, with high focus on execution. The team includes engineers and operators from Netapp, Microsoft, Varonis, BigPanda, Riskified, HiBob, Armis, CheckPoint, and similar backgrounds. Expect an environment where smart, hands-on leadership is celebrated, and thoughtful ownership, initiative and open communication are part of the core values.

Our Team

We are a team of seasoned executives and world-class engineers with a proven track record. Our leadership has been down this road before and our collective experience and insights are now channeled into creating a groundbreaking financial platform. We push our limits and challenge the status quo. We are backed by top VCs alongside prominent industry leaders.

Join our journey

We're hiring our first dedicated Customer Success Manager to build and scale the CS function from the ground up - turning early customer wins into repeatable, scalable success and expansion.

You will own the post-sales motion at Nominal: helping new customers ramp quickly, driving ongoing product adoption, securing renewals, and expanding existing accounts. You'll partner closely with our technical onboarding team, product, and engineering to shape how customers use the platform and to design CS processes and playbooks as we grow.

Responsibilities and Impact

  • Own the full post-go-live lifecycle: onboarding, adoption, value realization, renewal, and expansion.
  • Develop clear success plans with customers, tying Nominal to their business outcomes and accounting workflows.
  • Monitor customer health and usage signals, and proactively engage to mitigate risk and identify expansion opportunities.
  • Manage a revenue target tied to renewals and expansion (upsell and cross-sell).
  • Work with customers to identify manual accounting processes and translate them into automation opportunities in Nominal.
  • Partner with the technical implementation team to ensure a seamless transition from implementation to ongoing success, including agentic/AI workflows.
  • Lead regular business reviews (QBRs/EBRs) with finance and accounting stakeholders, demonstrating value and influencing roadmap alignment.
  • Gather and synthesize customer feedback, identify feature gaps, and partner with Product to inform roadmap priorities.
  • Define and document CS processes, playbooks, metrics, and tooling (health scores, dashboards, expansion playbooks).
  • Champion customer advocacy: case studies, references, testimonials, and user-community initiatives.
  • Work effectively with a distributed, remote team (including colleagues in Israel and other time zones).
Requirements
  • Bachelor's degree; focus in Accounting, Finance, or a related field (or equivalent practical experience).
  • Solid grounding in accounting/finance: formal education in accounting/finance is required; hands-on experience (e.g., Big 4, audit, advisory, controllership, FP&A, or financial systems implementation) is a strong advantage.
  • 3-5+ years in customer-facing roles in B2B SaaS, including at least 2 roles as a Customer Success Manager (or equivalent post-sales ownership role).
  • Proven experience owning a portfolio of mid-market customers (not just large enterprise), with end-to-end responsibility for adoption, engagement, renewal, and expansion.
  • Demonstrated ability to design and execute success plans, define and track success metrics, and run structured QBRs/EBRs.
  • Analytical and data-driven; comfortable working with usage data, account metrics, and financial impact to drive decisions and customer conversations.
  • Strong communication and relationship-building skills; able to handle tough questions and pushback from senior customer stakeholders with clarity and confidence.
  • Self-directed and a quick learner who can thrive as the first CSM, building processes rather than just executing existing ones.
  • Experience working with remote, distributed teams.
  • Fluent English; additional experience working with Israeli teams or companies is a plus.
Preferred Qualifications
  • Experience as the first or early Customer Success hire in an early-stage startup, building CS processes from scratch.
  • Familiarity with CRM/CS tools (Salesforce, HubSpot, Gainsight, Vitally, etc.) and analytics/BI tooling.
  • Background working with automation, workflow, or data-heavy SaaS products.
  • Experience supporting finance and accounting stakeholders (Controllers, VPs Finance, CFOs, RevOps, etc.).

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