Engagement Manager, Customer Success

Remote HQfull time

Remote

senior

H1B: no

Nash Engagement Manager, Customer Success manages strategic and enterprise customer accounts to maximize value and adoption of Nash's products. Leads onboarding, identifies growth opportunities, and coordinates cross-functional teams to ensure customer success.

Responsibilities

Learn each operation from the inside. Join during onboarding with the Solutions Consultant and Engineers, so by go-live you know how the customer runs as well as the people who built it.
Find the opportunities and go after them. Every account has four kinds:
Adoption: customers are engaged with the services they purchased, as well as all future releases of Nash that are applicable to their operations, including our AI Agents.
Operations: better on-time performance, lower cost per delivery, fewer exceptions.
Efficiency: accounts that run cleanly, with day-to-day work handled by Support instead of you.
Growth: a well-run account surfaces new opportunities. You bring them to the Account Executive and Solutions Consultant to pursue.
Run each account on a cadence. Quarterly adoption goals, a regular operating review with the customer's team, and business reviews with their leadership.
Spot risk early. Know the health of every account in your book, and act before a problem becomes an escalation.
Work across Nash. Support handles day-to-day requests, Solutions Consultants and Engineering handle builds, and Account Executives handle the commercial side. You're the one who knows what each account needs from all of them.
Keep up with the product. Nash ships product quickly, including AI capabilities. Know what's new before your customers ask, and bring it to them when it fits.

Qualification

A problem finderAn operatorData fluentFluent with AICredible at every levelLogistics experience helpsHow you're measuredAdoption goals for each accountHow efficiently each account runs

Required

From consulting or strategic customer work. Two or more years in strategy or operations consulting, or in strategic customer success or account management at an enterprise software company.
A problem finder. You look at an operation and see where it could be better, and you structure the case for fixing it.
An operator. You get things done by working with other people and following through until the job is complete.
Data fluent. You're at home in dashboards and spreadsheets, and you can pull the numbers that make your case.
Fluent with AI. You already use AI tools in your daily work, and you pick up new ones quickly.
Credible at every level. With executives and with the people running the operation every day.
Logistics experience helps, but isn't required. How you think matters more.
How you're measured
Adoption goals for each account, set quarterly.
The health of every account in your book.
How efficiently each account runs.
The opportunities you surface for the Account Executive and Solutions Consultant.