Founding Customer Success Manager | Nectar Social

Location: Remote

Start Date: Flexible

ABOUT NECTAR SOCIAL

We are a Venture backed AI startup founded by product and engineering leaders from Meta and Google, featured on TechCrunch and Forbes. Nectar Social is an end to end CX, Influencer, and Lead Gen Marketing solution for Social platforms—boosting productivity, cutting costs to multiplying attributable revenue from social platforms. We are actively used by brands at major retailers including Sephora, Ulta, and Target.

Create Massive Impact 🚀

We're not solving a small problem. Social commerce is reshaping how brands connect with customers at scale, and we're at the forefront of this transformation. Our customers see their social media ROI double or triple, with many achieving unprecedented productivity, collaboration, and revenue generation opportunities across their CX & Community Marketing teams.

Build Customer Love 💜

At Nectar Social, we understand how to build products that customers love. We infuse our platform with intelligence and delight, creating experiences that transform how brands engage with their communities. It starts with the right team — people who deeply care about our values, customers, and each other.

So, what’s the role about?

We're seeking an entrepreneurial Customer Success Manager (CSM) who will be instrumental in shaping how we serve, learn from, and delight our customers. This role sits at the intersection of customer advocacy and product strategy, requiring someone who can both build deep customer relationships and translate insights into actionable product improvements.

WHAT WILL YOU DO?

Customer Onboarding:

• Lead the onboarding process for new clients, ensuring a smooth and successful implementation of the platform.
• Conduct training sessions and provide resources to educate clients on best practices and platform features.

Strategic Customer Partnership 🤝

• Build and maintain strong relationships with key stakeholders, becoming their trusted advisor in the social commerce space
• Develop deep understanding of customer pain points and business objectives
• Drive the development of our customer success playbook
• Travel onsite as needed to strengthen relationships and gather critical insights

Product Expertise and Support: 💡

• Develop a deep understanding of Nectar’s platform and stay updated on new features and enhancements.
• Provide expert guidance and support to clients, helping them to fully leverage the platform’s capabilities for maximizing ROI.

Performance Tracking and Reporting: 📈

• Monitor key metrics, proactively identifying areas where clients may need additional support.
• Deliver regular reports and insights to clients on their progress and success using the platform.

Retention and Renewal: 🔄

• Drive customer retention by ensuring high levels of satisfaction and demonstrating the ongoing value of the platform.
• Manage the renewal process, addressing any concerns and ensuring timely contract renewals and payments.

Why you’re a great fit? 🌟

• 3+ years of experience in Customer Success or Account Management, preferably supporting eCommerce Mid-Market or Enterprise Brand clients in a SaaS environment. Also open to candidates who have been in marketing or community management roles on the brand side previously.
• Bonus: Passion or experience in e-commerce industry.
• Strong relationship-building skills: Proven ability to educate, manage challenging conversations, and build rapport with clients.
• Proactive problem-solving approach: You’re always thinking a few steps ahead, anticipating client needs.
• Communication skills: Capable of simplifying complex topics and delivering them effectively over video and in writing.
• Adaptability: You thrive in fast-paced environments and are comfortable navigating ambiguity. Experience in early-stage startups is a plus!
• 0 to 1 mindset: You have a passion for improving processes and are confident in executing new ideas.
• Tech-savvy: You’re familiar with tools like G Suite, Slack, and CRM systems.

What’s in it for you? 🤝

• Be a part of an innovative, venture-backed startup with a mission to disrupt social commerce.
• Competitive salary and comprehensive health, dental, and vision coverage.
• Career growth opportunities in a rapidly scaling AI company
• Nectar Social is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.