NABIS
Customer Success Manager
New York, New York · Exec
Work authorization required$75k-$80kDetected 15 days ago
SwiftHubSpotSalesforceCRMAccount ManagementSupply ChainLogisticsCustomer SuccessZendeskLeadershipCommunicationCollaborationMentoringOrganizational Skills
About the role
- We are looking for a Customer Success Manager to join our growing CX team in a fully remote capacity.
- You will serve as the trusted long-term point of contact for your accounts - monitoring health signals, leading business reviews, driving product adoption, coordinating cross-functional resolutions, and identifying opportunities to expand the partnership.
- The ideal candidate brings a proven track record in customer success, account management, or B2B relationship management within a SaaS, logistics, distribution, or marketplace environment.
Responsibilities
- Your success is measured not by tickets closed, but by the long-term growth and retention of the partners you own.
- Develop and execute tailored success plans for each account, mapping Nabis' platform capabilities to the partner's specific business goals
- Manage a dedicated portfolio of brand and retail accounts with a focus on long-term retention, satisfaction, and partnership growth
- Build trusted relationships across multiple stakeholders within each partner account, from day-to-day operators to decision-makers
- Develop deep fluency in Nabis' platform, order management workflows, and logistics operations to serve as a credible resource and advocate for partners
- Support partners with order-related inquiries, fulfillment exceptions, billing questions, and account-level changes in close coordination with internal teams
- Maintain accurate records of partner interactions, account status, and success milestones within the CRM and ticketing platform
- Clear performance expectations with coaching, development support, and a defined growth path within CX
- The opportunity to help build and shape the Customer Success function at Nabis from the ground up
- Nabis is seeking to create a diverse work environment because all teams are stronger with different perspectives and life experiences.
Requirements
- 3+ years of experience in customer success, account management, or B2B relationship management within a SaaS, logistics, distribution, or marketplace environment
- Proficiency with CRM and customer success platforms (Salesforce, HubSpot, Gainsight, Zendesk, or similar)
- Experience supporting B2B accounts in wholesale, distribution, supply chain, or regulated industries
- Familiarity with compliance-adjacent workflows such as license verification or regulatory documentation
- Demonstrated ability to own a portfolio of accounts and drive measurable outcomes in retention, adoption, and partner satisfaction
- Strong written and verbal communication skills in English, with the ability to lead business reviews, deliver platform guidance, and navigate difficult conversations with confidence and empathy
- Proficiency with CRM and customer success platforms (Salesforce, HubSpot, Gainsight, Zendesk, or similar); comfortable learning new tools quickly
- Solid understanding of order management, fulfillment workflows, and basic billing and invoicing processes
- Data fluency - comfortable interpreting account health metrics, usage data, and KPI dashboards to inform decisions and prioritize actions
- Ability to work independently in a fully remote environment with reliable internet connectivity, strong organizational skills, and the ability to manage a high-volume portfolio without loss of quality
- Availability to work a schedule aligned to US Pacific or Eastern business hours
- Background in SaaS platform support, including troubleshooting user-reported issues and coordinating with technical teams
- Experience working within a tiered support or structured escalation framework
- Familiarity with customer success methodologies (e.g., QBR frameworks, health scoring, success planning)
Nice to have
- Bilingual in Spanish and English is a plus
Compensation
- Competitive compensation $75,000 - $80,000 commensurate with experience and market
Benefits
- We do not discriminate on the basis of race, gender, religion, color, national origin, sexual orientation, age, marital status, veteran status, or disability status.
- Conduct regular business reviews (QBRs) and check-ins to assess partner health, surface opportunities, and reinforce the value of the Nabis platform
- Monitor account health signals - engagement trends, order patterns, platform usage - and take proactive action to address risk before it becomes churn
Equal opportunity
- Nabis is an Equal Opportunity Employer
Visa & Work Authorization
- This position is only open to candidates who are currently located in and authorized to work in: AZ, CA, CO, CT, DC, FL, GA, IA, ID, IL, KS, KY, MD, ME, MI, MO, NC, NJ, NV, NY, OH, OR, PA, SC, TN, TX, UT, WA, or WI.
This listing is sourced directly from NABIS's careers page and normalized into a canonical job model.