Customer Success Manager

We Are Modernizing How Businesses Pay Each Other.

Suppliers selling to businesses primarily transact over trade credit, where they provide goods & services upfront and get paid 30-60 days later on an invoice. In the US, there’s $5.2 trillion in outstanding trade credit (i.e. payments owed to suppliers by their B2B customers) — the majority of it is managed over PDF forms and spreadsheets.

Nuvo brings this entire process — onboarding B2B customers, evaluating credit risk, approving credit lines, and managing payment schedules — into the Internet era. Suppliers, manufacturers, and wholesale distributors use Nuvo to collect and verify their customer applications. The platform provides instant visibility into their customers’ financial health and creditworthiness, enabling fast and well-informed decisions on how to do business with each other.

What You'll Do

• Own the ultimate success of our customers, ensuring they realize the full value of the Nuvo platform
• Develop and deliver a roadmap to success. Drive product adoption and ongoing usage of Nuvo, while promoting customer satisfaction and advocacy
• Manage the customer relationship, acting as trusted advisor to customer key stakeholders
• Manage relationships with program owners (IT, engineers and developers) to drive product usage and engagement
• Understand your customer’s needs, thoughtfully helping business leaders to identify opportunities to expand our footprint and depth of engagement
• Partner with the Sales team to advance account renewals and expansion
• Proactively identify account risks and develop mitigation plans (coordinating activities internally within Nuvo and external with customers) to drive resolution
• Analyze your portfolio, identify risks and opportunities and prioritize for impact
• Communicate performance opportunities and technical overviews to coordinate solutions internally across engineering, marketing, product and support teams
  
  

You’re a great fit if …

• You prioritize customer experience with a focus on customer satisfaction and retention
• You strive to understand clients’ business goals, anticipate future needs and identify solutions
• You believe profitable customer relationships are founded on respect, and that growth and expansion comes from nurturing relationships
• You get excited about the ways data can be used to accelerate business goals
• You love to learn about complex technical products, and to understand the intricacies of how systems work
• You stay calm in the face of technical and/or customer challenges. You corral the right people to resolve, and infect others with your can-do spirit
• You are a team player with a high level of integrity and a desire to assist your colleagues - you can be flexible as this office scales
• You have proven capacity to develop relationships and optimize customer accounts, you understand what it means to evangelize your product
• You’re resourceful - you might not have all the answers, but you know how to find them
  
  

Requirements

• 3+ years of consultant, account management, customer success or sales experience
• Experience unblocking relationships and turning detractors into advocates
• Experience managing customers across geographies
• Proven track record of driving results for your customers and your company
• Effective communicator in stressful situations
• Ability to navigate complex organizations to accelerate product adoption, influence collaboration and evangelize opportunities for growth
• Self-motivated, empathetic to customer needs and improving customer relationships