Customer Success Manager

Nue.io is seeking a Customer Success Manager to enhance their Customer Success function. The role involves managing a portfolio of customers to ensure they achieve measurable outcomes using Nue’s products, driving retention and expansion through proactive engagement and collaboration with various teams.

Responsibilities:

• Serve as the primary point of contact for a portfolio of customers, managing adoption, renewals, and expansions
• Develop a deep understanding of each customer’s business goals, success metrics, and operating model
• Partner cross-functionally with Product, Sales, Support, and Engineering to ensure customer needs are represented and prioritized
• Conduct regular business reviews (QBRs/EBRs) and proactively drive customer engagement and satisfaction
• Identify and mitigate churn risks through proactive success planning
• Act as a subject matter expert on Nue's billing and pricing capabilities, educating customers on platform functionality, configuration best practices, and advanced use cases to maximize product value
• Collaborate with customers' Finance, Billing, and RevOps teams to ensure Nue is configured to meet their revenue recognition, invoicing, and reporting requirements
• Identify opportunities to expand usage of Nue's platform by uncovering unmet billing needs, proposing new pricing models, or introducing features that solve emerging customer challenges
• Align with the Account Manager (AM) and Technical Account Management (TAM) teams to ensure seamless coordination between strategic account success and technical execution, aligning on customer goals, proactive issue prevention, and escalations to drive adoption and retention
• Execute in a consistent, repeatable manner using the Customer Success playbook, including success plans, health scoring, and renewal/expansion strategies

Requirements:

• Serve as the primary point of contact for a portfolio of customers, managing adoption, renewals, and expansions
• Develop a deep understanding of each customer's business goals, success metrics, and operating model
• Partner cross-functionally with Product, Sales, Support, and Engineering to ensure customer needs are represented and prioritized
• Conduct regular business reviews (QBRs/EBRs) and proactively drive customer engagement and satisfaction
• Identify and mitigate churn risks through proactive success planning
• Act as a subject matter expert on Nue's billing and pricing capabilities, educating customers on platform functionality, configuration best practices, and advanced use cases to maximize product value
• Collaborate with customers' Finance, Billing, and RevOps teams to ensure Nue is configured to meet their revenue recognition, invoicing, and reporting requirements
• Identify opportunities to expand usage of Nue's platform by uncovering unmet billing needs, proposing new pricing models, or introducing features that solve emerging customer challenges
• Align with the Account Manager (AM) and Technical Account Management (TAM) teams to ensure seamless coordination between strategic account success and technical execution, aligning on customer goals, proactive issue prevention, and escalations to drive adoption and retention
• Execute in a consistent, repeatable manner using the Customer Success playbook, including success plans, health scoring, and renewal/expansion strategies
• Deep understanding of billing and pricing architectures, including usage-based pricing, tiered/volume pricing, proration logic, subscription lifecycle management, and revenue recognition principles (ASC 606)
• Hands-on experience configuring and troubleshooting CPQ and billing systems (e.g., Salesforce CPQ, Zuora, Chargebee, Stripe Billing, or similar platforms), including product catalogs, pricing rules, discounting logic, and quote-to-cash workflows
• Proven ability to guide customers through complex billing implementations, including pricing model design, integration architecture decisions, and technical scoping of use cases like multi-entity billing, partner/reseller models, or consumption-based pricing
• Strong technical acumen to discuss API integrations, data flows, and system architecture with customer technical teams—able to bridge business outcomes with technical requirements
• Experience translating billing requirements into actionable configurations, working alongside Solutions Engineers and Implementation teams to validate technical feasibility and optimize for customer success
• Comfort analyzing billing data, usage metrics, and revenue reports to identify adoption trends, billing anomalies, and expansion opportunities—acting as a trusted advisor on pricing strategy and billing operations
• 2+ years of experience in Customer Success, Account Management, or RevOps leadership within B2B SaaS
• 4+ years implementing Lead-to-Revenue lifecycle SaaS solutions, including CPQ, Order Management, Billing, and Revenue Recognition
• Strong operational understanding of Salesforce CRM, including experience with Sales Cloud, CPQ, and integrations with downstream revenue systems
• Demonstrated ability to work cross-functionally with RevOps, Sales, Finance, and Engineering teams to improve quote-to-cash processes and customer experience
• Proven success implementing or optimizing Revenue Operations frameworks, data hygiene, and process automation
• Experience working with subscription-based / recurring revenue models (ARR, renewals, expansions)
• Excellent communication and executive engagement skills—able to translate complex operational concepts into business impact
• Leverages AI and automation tools to drive efficiency, insight, and personalization across the customer lifecycle (e.g., AI-driven account health insights, renewal risk prediction, or c