Engagement Manager, Customer Success

Nash is hiring an Engagement Manager, Customer Success to manage a portfolio of strategic and enterprise customers and help them realize ongoing value from Nash. The role leads customer relationships after go-live, drives adoption and operational improvements, identifies risks and growth opportunities, and coordinates with internal teams.

Responsibilities:

• Learn each operation from the inside. Join during onboarding with the Solutions Consultant and Engineers, so by go-live you know how the customer runs as well as the people who built it
• Find the opportunities and go after them. Every account has four kinds:

• Adoption: customers are engaged with the services they purchased, as well as all future releases of Nash that are applicable to their operations, including our AI Agents.
• Operations: better on-time performance, lower cost per delivery, fewer exceptions.
• Efficiency: accounts that run cleanly, with day-to-day work handled by Support instead of you.
• Growth: a well-run account surfaces new opportunities. You bring them to the Account Executive and Solutions Consultant to pursue

• Run each account on a cadence. Quarterly adoption goals, a regular operating review with the customer's team, and business reviews with their leadership
• Spot risk early. Know the health of every account in your book, and act before a problem becomes an escalation
• Work across Nash. Support handles day-to-day requests, Solutions Consultants and Engineering handle builds, and Account Executives handle the commercial side. You're the one who knows what each account needs from all of them
• Keep up with the product. Nash ships product quickly, including AI capabilities. Know what's new before your customers ask, and bring it to them when it fits

Requirements:

• Two or more years in strategy or operations consulting, or in strategic customer success or account management at an enterprise software company
• You look at an operation and see where it could be better, and you structure the case for fixing it
• You get things done by working with other people and following through until the job is complete
• You're at home in dashboards and spreadsheets, and you can pull the numbers that make your case
• You already use AI tools in your daily work, and you pick up new ones quickly
• With executives and with the people running the operation every day
• Logistics experience