Nash is hiring a
Enterprise Customer Success Manager, Remote - Australia, New Zealand

Summary

The job is for an Enterprise Customer Success Manager at Nash, a fast-growing last mile logistics infrastructure company. The role involves building strong relationships with key customers, understanding their needs, addressing challenges, and delivering value through the use of Nash's platform. The position requires deep technical expertise, proven commercial track record, excellent communication skills, operational acumen in logistics, and the ability to thrive in ambiguity.

Requirements

• 5+ years of experience in consulting, customer success, product management, or related roles in a SaaS or logistics environment
• Bachelor’s degree in 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

Responsibilities

• Build and maintain strong, long-lasting relationships with 2-3 enterprise customers
• 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
• 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
• Provide hands-on support during the implementation phase to address any technical or logistical challenges
• Act as a trusted advisor, leveraging your deep understanding of logistics operations to provide insights and solutions that meet customer needs
• 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
• 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
• Advocate for customer needs and feedback within the company to drive product improvements and innovation
• 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

Benefits

• 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