Customer Success Manager

About Nuvo

We’re Redefining the $11T B2B Commerce and Payments Market

Nuvo is bringing B2B commerce online.

While technology has reshaped consumer commerce, the business-to-business (B2B) economy — three times larger— has lagged behind.

From coffee to lumber, every product we use has been traded through a complex supply chain of suppliers, manufacturers, wholesalers, and retailers. Despite the massive scale of this market, most businesses manage their trading relationships and commerce activities using outdated methods like paper forms, PDFs, emails, faxes, phone calls, and spreadsheets, making processes slow and inefficient.

Much like how Shopify, Stripe and Square have transformed how consumer companies transact, we aim to do the same for B2B companies.

About The Role

We’re seeking a Customer Success Manager with a strong track record, exceptional skills, high integrity, and a dedication to excellence to join our in-person team in San Francisco, CA, or Denver, CO.

Why Join Us?

• Proven Product-Market Fit: We’ve achieved 4x annual revenue growth, with customers signing multi-year, six-figure contracts.
• Small, High-Impact Team: Enjoy high ownership, cross-functional collaboration, and significant career growth in a dynamic environment.
• Transformational Opportunity: Play a key role in revolutionizing the real economy of physical goods and driving tech adoption in high-potential, underserved industries.
  
  

What You’ll Do

• Lead all post-sales activities, from activation to adoption, renewal, and expansion.
• Ensure customers achieve maximum value from the Nuvo platform, driving success and satisfaction.
• Develop strategic roadmaps for product adoption and ongoing use, fostering customer loyalty and advocacy.
• Build trusted relationships with key stakeholders, including IT, engineering, and program owners, to drive engagement and usage.
• Identify opportunities to expand Nuvo’s footprint and deepen customer engagement.
• Collaborate with the Sales team to advance renewals and expansion opportunities.
• Proactively manage account risks and develop mitigation plans to ensure customer retention.
• Analyze your customer portfolio to prioritize risks and opportunities for maximum impact.
• Coordinate solutions across engineering, marketing, product, and support teams.
  
  

What You Bring

• A passion for delivering exceptional customer experiences, with a focus on satisfaction and retention.
• Ability to understand clients’ business goals, anticipate needs, and identify innovative solutions.
• Proven skills in building and nurturing profitable customer relationships.
• A proactive mindset, constantly seeking to drive internal improvements and growth.
• Strong technical aptitude, with a desire to understand complex systems and tools.
• Calm and effective under pressure, with a positive approach to resolving challenges.
• Team-oriented, with high integrity, adaptability, and a commitment to supporting colleagues.
• Proven experience in optimizing enterprise customer accounts and advocating for your product.
• Resourcefulness in finding solutions, even when answers aren’t immediately available.
  
  

Requirements

• 3 years of experience in customer success or account management.
• Proven success in turning detractors into advocates and managing customers across multiple geographies.
• Strong track record of driving results for customers and the company.
• Excellent communication skills, especially in high-pressure situations.
• Ability to navigate complex organizations to accelerate adoption, foster collaboration, and promote growth.
• Self-motivated, empathetic, and focused on continuously improving customer relationships.
  
  

Benefits

• Competitive base salary, performance-based bonus, and generous equity
• Generous medical, dental, and vision benefits
• 401K plan enrollment
• Flexible time-off policy
• Catered lunch every day
• Paid parental leave