Customer Success Account Manager

Job Description: Customer Success Account Manager

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Location: Remote, USA  

Compensation: $139,000 – $156,000 base salary + variable compensation + early employee equity stock option participation  

Benefits: Health, Dental, Vision, Retirement, Open Leave, Professional Development  

Reports to: Co-Founder/Chief Operating Officer  

Level and Schedule: Founding Senior Individual Contributor, Full-Time

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About Us  

Nexus Weather & Climate is the Weather Decision Platform.

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At Nexus Weather & Climate, we provide customized site-specific weather intelligence for teams whose operations are directly impacted by weather. Rather than asking teams to interpret a general forecast on their own, the Nexus platform helps teams get right to understanding when, where, and how weather could affect their specific assets and operations.

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We support businesses anywhere weather is an operational constraint across industries including: aviation, hospitality, marine, municipalities, transportation, and more.

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Joining Nexus means being part of a mission-driven team working to close the gap at the intersection of weather, risk, and operations. We value transparency, rigor, and a relentless focus on real‑world impact.

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Role Summary  

As Nexus's first dedicated post-sales hire, you will blend strategy and execution to own the complete customer lifecycle from contract close through expansion. You will proactively drive customer value and turn customers into champions while building our foundational post-sales operations from the ground up. You are always thinking about how you can capture insights now to help us scale faster. You will be the go-to person for customer success and account management. Your number one priority will be driving a return on our customers’ investment.

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Customer Success  

• Value Realization and Engagement: We are a platform committed to making real-world impacts; this means helping our customers define, track, and enhance their data-driven ROI story. Conduct regular check-ins and strategic reviews to track how customers are performing against their evolving business needs and stated goals.  
• Onboarding & Adoption: Lead a structured onboarding experience, establish activation milestones, and ensure customers achieve a defined first win within a consistent timeframe. You will continuously refine this process and documentation as you learn what works best.  
• Health Management (Proactive Ownership): Define and monitor account health metrics from usage signals, support activity, engagement patterns, and your direct relationship intelligence. Determine and execute intervention strategies as needed to keep customers satisfied.  
• Voice of the Customer (Product Feedback): Be the primary voice of the customer back into Nexus with support from the sales engineers, surfacing patterns, flagging risks, and advocating for what customers actually need. Regularly establish a shared understanding between Customer Success and Product Development.

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Account Management  

• Renewal Ownership: You own the renewal calendar across all accounts and initiate renewal conversations with enough lead time to support the customer’s internal renewal process, address risk, negotiate thoughtfully, and close without last-minute pressure.  
• Expansion Identification and Progression: You identify and qualify expansion opportunities and carry them through to close, partnering with sales engineers as needed.  
• Commercial Relationship Ownership: When contract questions arise, when pricing conversations happen, when a customer wants to discuss their investment, you are the primary contact to support them.

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Foundational Post-Sales Process Building  

• Design and Document Playbooks: Treat process-building as a scaling strategy, not just execution. You will identify structure and data requirements, make a plan, and document the first iteration of our CS and AM playbooks (onboarding, health frameworks, escalations, expansion strategies, customer personas, value proof points) so Nexus can scale as our market share grows.  
• Lessons learned and Pro-tips: You are systematically capturing early market data and all of your on-the-job insights to help the soon-to-be-scaling team learn the in’s and out’s of Nexus and serving our customers.

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Metrics for Success  

You will bring a rigorous, data-driven approach to foster strong customer relationships. Success is measured by:  

• Customer retention and growth rates.  
• Customer health scores and time-to-value.  
• The successful creation of the structures, playbooks, and development resources necessary to drive these metrics and scale the post-sales team.

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Tools  

In this role, you will primarily work with HubSpot, Pendo.io, Claude AI, Slack, and the Google Suite.

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Core Skills  

• Building Relationships: You make genuine connections quickly, adapt your style to different audiences, and sustain relationships over time. You know how to earn and keep customer trust.  
• Commercial Account Management: You can think in terms of contracts and revenue. You understand your customers’ business goals and organizational complexities, can demonstrate ROI, and drive commercial outcomes. You are comfortable discussing contracts and holding renewal/expansion discussions independently.  
• Customer Success Management: You understand where every customer is in their journey and what they need at each stage to ensure satisfaction. You record and leverage CRM data and customer signals to deliver exceptional service. You resolve issues before they escalate, identify opportunities before the customer asks, and ensure that every stakeholder feels heard and supported.  
• Delivering Consistent Results: You treat retention and growth as an outcome of doing everything else right. You put customers first and hold yourself to a high standard of quality and follow-through. You approach your work systematically, maintain clear documentation of your work, and reflect on what works and what can improve. You are organized, reliable, and you do what you say you will do.  
• Adapting and Coping: You stay effective when things are ambiguous, processes do not exist yet, or the situation has never happened before. You assess needs and build solutions as you go, remaining positive and knowing when to pivot.  
• Collaboration: You work effectively across a small, cross-functional team. You share information openly, involve the right people at the right moments, and co-create rather than operate as an island.  
• Customer Insights: You turn customer conversations into intelligence. You synthesize what you hear across accounts (patterns in feedback, adoption gaps, unspoken frustrations) and translate that into clear, actionable recommendations for the business. You are the connective tissue between what customers experience and what the company decides.

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Qualifications  

Basic  

• Playbook or Process Building: You have built something from scratch (an onboarding program, a health framework, a QBR template, an escalation process, an ROI tool) in an environment where it did not previously exist.  
• Customer Success Management: Demonstrated experience proactively owning a portfolio of customer accounts from onboarding through health management and renewal. You think in stages and milestones, you know what good looks like at each stage and how to move customers through it.  
• Renewal and Growth Ownership: You have led renewal and expansion conversations and been accountable to retention and expansion targets. You know how to initiate these conversations early, demonstrate ROI, handle objections, and close efficiently.  
• Startup Agility: High comfort level operating in "productive ambiguity." A self-starter capable of identifying problems and executing solutions without needing a fully defined process or complete information, with the judgment to involve others at the right time.  
• Education Field(s): BA/BS degree or equivalent practical experience  
• Years of Experience: 5+ years in a customer-facing post-sale role that included direct ownership of customer outcomes: CS, account management, client services, or a comparable hybrid.

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Preferred  

• Hybrid CS/AM Experience: You have a successful track record in a dual Customer Success and Account Management role, specifically within a B2B SaaS environment.  
• Technical Domain Experience: You have built technical product fluency in a highly technical B2B SaaS environment to handle most customer questions independently, combined with the judgment to seamlessly loop in specialists when needed. Backgrounds in data-intensive, operationally complex domains, or environmental intelligence are a major plus.  
• Customer Insights and Feedback Synthesis: You have structured and synthesized customer feedback in a way that reached and influenced product or leadership decisions. You have turned qualitative customer intelligence into something actionable, not just a list of complaints.  
• Foundational Startup Experience: Previous experience as the first post-sales hire or early team member at a fast-growing startup.  
• Specific Tech Stack Proficiency: Hands-on experience with HubSpot, Pendo.io, ChatGPT, and/or Claude AI.

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Posting Statement  

A Note to Applicants: Your unique experience matters to us. If you are interested in joining our team and believe you can be successful in the role, we strongly encourage you to apply even if you don’t meet every requirement.

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Equal Employment Opportunity & Inclusion  

We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, sex, age, disability, or any other classifications protected by applicable law. Know your rights; workplace discrimination is illegal.

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Accommodations  

We are committed to providing reasonable accommodations to individuals with disabilities throughout the recruiting process. If you require accommodation or adjustment, please contact Matt McGrady (matt.mcgrady@nexusweatherandclimate.com).

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Work Authorization  

Candidates must be legally authorized to work in the United States for the duration of their employment. At this time, we do not sponsor applicants for work visas.