Customer Success Manager III (Enterprise CSM) - Nuqleous : Job Details

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Customer Success Manager III (Enterprise CSM)AR

Nuqleous is a fast-growing startup specializing in predictive retail analytics. We help top-tier consumer brands harness the power of data to drive smarter retail execution. As we continue to scale, we're looking for an experienced, strategic, and tech-savvy Enterprise Customer Success Manager to join our team. In this critical role, you'll build long-term partnerships with our most valuable customers, ensuring they realize meaningful value through the Nuqleous platform.

Our equation for success: Platform Adoption + High Engagement = Revenue Retention. As a Customer Success Manager, you will drive customer engagement, strategic alignment, and platform value delivery that directly supports our customer growth and retention.

Qualifications Statement

While having “desired” qualifications makes for a strong candidate, we encourage applicants with alternative experiences to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Nuqleous. We are always looking for people who will bring something new to the table! With a passion for working with customers, to ensure seamless renewals.

Job Summary

We are looking for a strategic, customer-centric Enterprise Customer Success Manager to manage relationships with our largest and most strategic customers. You will be responsible for ensuring these customers achieve value with our solution, drive adoption, expand usage, and renew their business. You'll act as a trusted advisor, advocate, and key point of contact, working cross-functionally with Sales, Product, Support, and Marketing.

As an Enterprise CSM, you will manage a portfolio of strategic enterprise accounts, representing $2.5M+ in ARR. You will serve as the primary point of contact and trusted advisor for senior stakeholders, helping customers achieve key outcomes while driving adoption, retention, and account growth. You'll work cross-functionally with Sales, Product, and Support to ensure your customers thrive.

Key Responsibilities

Customer Relationship Management

• Own and manage a portfolio of enterprise accounts representing $2.5M+ in ARR.
• Develop and nurture strong, long-lasting relationships with key customer stakeholders, understanding their business needs and objectives.
• Act as the primary point of contact throughout the customer lifecycle.
• Build deep relationships with key stakeholders to ensure long-term success.

Value Delivery & Adoption

• Drive product adoption and customer education to maximize platform value.
• Lead QBRs and executive syncs to track ROI, influence account strategy, and secure stakeholder buy-in.
• Monitor product usage and adoption and identify potential areas of concern and develop mitigation plans for at-risk accounts.

Retention & Expansion

• Maintain a high customer retention rate through proactive engagement and strategic alignment.
• Partner with Account Executives and Solution Engineers to develop and maintain account plans, and identify and execute expansion, cross-sell, and upsell opportunities.
• Identify opportunities for additional licenses, features, and services within existing Nuqleous user accounts and partner with the Account Executive to lead these efforts to successful closure.
• Proactively manage the renewal process to ensure customer retention targets are met and exceeded.
• Work cross-functionally with Product, Support, and Engineering to escalate issues and influence roadmap priorities based on customer feedback.
• Act as the voice of the customer inside Nuqleous, advocating for needs, trends, and long-term product alignment.
• Cultivate relationships with power users and key champions to foster customer advocacy, drive referrals, support community engagement, and identify candidates for case studies and testimonials.

Insights & Thought Leadership

• Utilize data-driven insights (root cause analysis) to monitor customer health, identify trends, and implement proactive measures to enhance customer success.
• Contribute to internal playbooks and help improve CS operations and scalability.
• Mentor junior Customer Support Manager, support team escalations, and lead continuous education initiatives on product, processes, technology, and CS best practices.
• Demonstrate an in-depth understanding of Nuqleous solutions, enabling you to provide expert guidance and insights on how to maximize the value of our offerings.

Qualifications

• Bachelor's degree and 10+ years of relevant experience, preferably in SaaS, retail tech, or analytics.
• Proven success managing strategic or enterprise-level accounts in a high-growth B2B environment.
• Strong understanding of Customer Success metrics (GRR, NRR, TTFV, CSAT/NPS, adoption).
• Experience building and executing customized customer success plans that deliver measurable business value.
• Excellent communication, presentation, and stakeholder management skills.
• Comfortable engaging with executive stakeholders and C-suite decision-makers.
• Familiar with CRM (Salesforce preferred) and Customer Success tools.
• Data-driven mindset with strong analytical and problem-solving skills.
• Able to operate effectively both independently and within a team.
• Takes initiative, intellectually curious, and has a strong desire to learn.
• Results-driven with a track record of meeting and exceeding customer success targets.

Preferred Qualifications

• Prior experience in the Consumer-Packaged Goods (CPG) industry is a strong plus.
• Familiarity with predictive analytics or retail performance platforms.
• Strong business acumen with the ability to map technical solutions to business goals.

Key Success Metrics

• Gross Revenue Retention (GRR)
• Time to First Value (TTFV)
• Expansion revenue (upsell / cross-sell)
• Customer Health Score improvements
• Customer Satisfaction (CSAT) / Net Promoter Score (NPS)

Our Culture & Mindset

At Nuqleous, we believe great customer relationships go far beyond renewals. We're building a world-class Customer Success function that sits at the center of product, strategy, and customer value delivery. If you're passionate about analytics, love helping customers win, and thrive in a collaborative environment—we'd love to meet you.