Customer Success Account Manager

Nexus Weather & Climate is the Weather Decision Platform providing customized site-specific weather intelligence for various industries. They are seeking a Customer Success Account Manager to drive customer value, manage the complete customer lifecycle, and build foundational post-sales operations.

Responsibilities:

• Value Realization and Engagement: We are a platform committed to making real-world impacts; this means helping our customers define, track, and enhance their data-driven ROI story. Conduct regular check-ins and strategic reviews to track how customers are performing against their evolving business needs and stated goals
• Onboarding & Adoption: Lead a structured onboarding experience, establish activation milestones, and ensure customers achieve a defined first win within a consistent timeframe. You will continuously refine this process and documentation as you learn what works best
• Health Management (Proactive Ownership): Define and monitor account health metrics from usage signals, support activity, engagement patterns, and your direct relationship intelligence. Determine and execute intervention strategies as needed to keep customers satisfied
• Voice of the Customer (Product Feedback): Be the primary voice of the customer back into Nexus with support from the sales engineers, surfacing patterns, flagging risks, and advocating for what customers actually need. Regularly establish a shared understanding between Customer Success and Product Development
• Renewal Ownership: You own the renewal calendar across all accounts and initiate renewal conversations with enough lead time to support the customer’s internal renewal process, address risk, negotiate thoughtfully, and close without last-minute pressure
• Expansion Identification and Progression: You identify and qualify expansion opportunities and carry them through to close, partnering with sales engineers as needed
• Commercial Relationship Ownership: When contract questions arise, when pricing conversations happen, when a customer wants to discuss their investment, you are the primary contact to support them
• Design and Document Playbooks: Treat process-building as a scaling strategy, not just execution. You will identify structure and data requirements, make a plan, and document the first iteration of our CS and AM playbooks (onboarding, health frameworks, escalations, expansion strategies, customer personas, value proof points) so Nexus can scale as our market share grows
• Lessons learned and Pro-tips: You are systematically capturing early market data and all of your on-the-job insights to help the soon-to-be-scaling team learn the in’s and out’s of Nexus and serving our customers

Requirements:

• Playbook or Process Building: You have built something from scratch (an onboarding program, a health framework, a QBR template, an escalation process, an ROI tool) in an environment where it did not previously exist
• Customer Success Management: Demonstrated experience proactively owning a portfolio of customer accounts from onboarding through health management and renewal. You think in stages and milestones, you know what good looks like at each stage and how to move customers through it
• Renewal and Growth Ownership: You have led renewal and expansion conversations and been accountable to retention and expansion targets. You know how to initiate these conversations early, demonstrate ROI, handle objections, and close efficiently
• Startup Agility: High comfort level operating in 'productive ambiguity.' A self-starter capable of identifying problems and executing solutions without needing a fully defined process or complete information, with the judgment to involve others at the right time
• Education Field(s): BA/BS degree or equivalent practical experience
• Years of Experience: 5+ years in a customer-facing post-sale role that included direct ownership of customer outcomes: CS, account management, client services, or a comparable hybrid
• Hybrid CS/AM Experience: You have a successful track record in a dual Customer Success and Account Management role, specifically within a B2B SaaS environment
• Technical Domain Experience: You have built technical product fluency in a highly technical B2B SaaS environment to handle most customer questions independently, combined with the judgment to seamlessly loop in specialists when needed. Backgrounds in data-intensive, operationally complex domains, or environmental intelligence are a major plus
• Customer Insights and Feedback Synthesis: You have structured and synthesized customer feedback in a way that reached and influenced product or leadership decisions. You have turned qualitative customer intelligence into something actionable, not just a list of complaints
• Foundational Startup Experience: Previous experience as the first post-sales hire or early team member at a fast-growing startup
• Specific Tech Stack Proficiency: Hands-on experience with HubSpot, Pendo.io, ChatGPT, and/or Claude AI