Customer Success Manager

Customer Success ManagerNirvana is looking for a motivated and thoughtful Customer Success Manager to join our growing CS team. You'll own a book of business spanning SMB and select mid-market accounts, with growing ownership over your first few months and exposure to enterprise accounts through shadowing and support. You'll report to our Head of CS.This role is ideal for someone with 1-2 years of experience independently owning a book of business who is comfortable operating at a more junior level while building toward a path to Enterprise CSM.

You should be confident with the fundamentals and ready to grow into more complex accounts over time.Location: NYC (in office 3 days per week). Candidates must be based in the New York City area. We are not able to consider remote applicants for this role.What You'll DoGain exposure to Nirvana's customer journey, product, and playbooks, with growing account ownership within the first 3 monthsManage a book of approximately 70 accounts, including SMB and mid-market, with roughly half suited for self-service transition as you help standardize supportOwn process development for the CS team, identifying gaps and building scalable, standardized workflows as the book of business growsPartner with CS on reporting and analyses to support broader team initiativesGuide customers through onboarding and implementation, ensuring smooth and successful go-livesMonitor engagement and usage, surfacing insights to drive adoption and retentionServe as a trusted advisor to your accounts, delivering product updates, best practices, and performance reportingShadow and support enterprise accounts as opportunities arise, building toward a path to Enterprise CSMAdvocate internally for customer needs and contribute to process improvements across the CS teamIndependently triage and prioritize across a high-volume bookWhat We're Looking For1-2 years independently owning a book of business, as part of 2.5-4 years of overall experience in Customer Success, Account Management, or a related client-facing role (SaaS or healthtech experience is a plus)Early-stage startup experience required, comfortable working independently in ambiguityStrong organizational instincts and the ability to manage multiple accounts and competing priorities, with the ability to triage and prioritize independentlyPassion for process development, with an eye for turning ambiguity into structureExcellent communication and interpersonal skills, energized by helping customers succeedData-savvy with strong storytelling skills; intermediate Excel or Google Sheets, Metabase experience strongly preferredComfortable in customer engagement platforms like SalesforceBased in NYC and excited to join our hybrid office 3 days a weekStrongly PreferredFamiliarity with healthcare or healthtech productsExposure to onboarding or implementation processesCompensationBase salary range: $110,000-130,000 base, depending on experience.

This role also includes a 10% variable compensation component on top of base.How We Support YouMedical, dental, vision, and 401(k)Hybrid, dog-friendly NYC office (3 days per week)Unlimited PTO$1,000 annual mental health and wellness benefitRemote home office supportEquity compensationFully stocked office kitchenOpen-door, highly collaborative cultureNirvana is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status