Overview

Who We Are:

Nacelle is a leading headless commerce platform that turns traditional eCommerce stores into lightning-fast, mobile-first progressive web apps (PWAs). After going headless with Nacelle, eCommerce retailers have seen 25%+ increases in conversion rates, higher average cart sizes, and the support to handle spikes in traffic. We partner with top retailers including Something Navy, Enso Rings and Barefoot Dreams.

Nacelle is an early stage, venture-backed, fully remote company. Recently closing our Series A round for $18m, our institutional investors include Index Ventures, Inovia and more. We also have raised from notable industry angels including leaders from Shopify Plus, Attentive, and Klaviyo.

The Role:

We are looking for a tech savvy Customer Success Manager to increase customer satisfaction through providing post-implementation customer support. The Customer Success Manager will onboard new customers, troubleshoot technical issues, provide timely customer responses to inbound inquiries, support the roll-out of new products, as well as work with the sales team to identify cross-sell opportunities to increase sales.

To be successful as a Customer Success Manager, you should have excellent technology skills and knowledge, as well as sales ability and interpersonal skills. Ultimately, a good Customer Success Manager is tech savvy, analytical, and well organized.

Must be able to cover the work hours of 9am-6pm EST Monday through Friday.

This role will report directly to the Director of Customer Success and will work closely with the Sales, Marketing and Engineering teams.

Responsibilities Include:

  • Actively serve a portfolio of assigned accounts so that customers may achieve positive business outcomes via Nacelle’s software & services

  • Manage all post-implementation activity for assigned customers through strong relationship-building, product knowledge, planning and execution

  • Implement Customer Success Plans, and drive customer engagement & product adoption for assigned accounts

  • Increase customer retention by conducting regular check-in calls for tactical items, and performing strategic business reviews with C-level Executives and decision makers to align on their objectives and outcomes

  • Track accounts to identify churn risk and work actively to improve customer health and retention

  • Collaborate with Sales team to expand customer relationships, identify cross-sell and upsell opportunities, and drive customer renewals

  • Collaborate with Marketing to demonstrate customer communication campaigns via “tech touch” and “smart touch” strategies, and identify key accounts for case studies.

  • Stay current & educate customers on Nacelle’s products, competitive landscape & innovation trends.

  • Function as the customer advocate and provide feedback on how Nacelle can better serve our customers, and work closely with Product and Engineering to identify product improvement requests and bugs

  • Help design processes, structures, and tools to effectively scale CSM best practices

Skills & Qualifications:

  • Bachelor’s degree required

  • 3+ years experience in enterprise Customer Success, technical consulting, or other related fields (SaaS experience strongly preferred)

  • Experience in technical support and/or sales

  • Strong technical background with hands on experience in digital technologies

  • Excellent written and verbal communication

  • Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation

  • Enjoys working closely with customers to ensure high customer satisfaction

  • A self-starter who takes the initiative to get things done

Nice to Have:

  • Remote work history

  • eCommerce technology experience

  • Experience with Salesforce, Atlassian (Jira Service Desk, Jira, Confluence), Zendesk, Planhat and/or Gainsight

  • Experience with Vue.js, Nuxt.js, and React

Benefits & Perks:

  • Robust health benefits packages

  • Full support for remote work, including a stipend for getting your home work space setup

  • Home internet plan paid for monthly

  • Unlimited PTO

  • An extremely enthusiastic team that appreciates collaboration