Enterprise CSM

Job Description

Job Description

As an Enterprise Customer Success Manager at Nectar, you will own the full arc of the customer relationship, driving both retention and expansion across your book of business. You will serve as a product expert and trusted advisor who guides customers through onboarding, deepens product adoption, and helps them realize the full value of our platform. You will partner with teams across Sales, Product, and beyond, with a relentless focus on customer experience and value delivery; turning satisfied customers into long-term, growing partnerships.

What is Nectar?

Great company culture doesn't happen by accident. It's built through consistent recognition, meaningful rewards, and moments that make people feel genuinely valued and engaged. Yet in most organizations, recognition is inconsistent, and often overlooked. Nectar changes that. Nectar is a 360 employee recognition and rewards platform that makes recognition a part of the everyday rhythm of work. We empower team members, managers, and leaders alike to celebrate great work, reinforce core values, and reward the people who drive the business forward. The result is a more connected, engaged, and motivated workforce.

Role Responsibilities:

• Able to work from our office in Utah County
• Oversee customer onboarding processes and ensure successful adoption of the software
• Provide ongoing support to customers, including answering questions and resolving technical issues
• Develop and implement customer success plans for each customer to drive product adoption and increase customer satisfaction
• Own the renewal process and lead retention and expansion conversations to grow account value and maximize customer lifetime value
• Maintain excellent verbal and written communication standards, both internally and externally, with C-Suite leaders
• Collaborate with the product development team to provide customer feedback and suggest product improvements
• Analyze customer usage to identify trends and opportunities for coaching and proactive engagement
• Demonstrate mastery of the Nectar platform and the ability to tie product functionality to tangible business outcomes

Experience & Skills:

• Experience in customer success management, technical account management, or a related field
• Experience working with software products and a deep understanding of the software development lifecycle
• Excellent communication and customer service skills
• Strong analytical and problem-solving skills
• Ability to work with ambiguity, both independently and as part of a team
• Familiarity with customer success metrics and how to measure them
• Familiarity with technical systems and processes is a plus
• Familiarity working with HR leaders, People teams, and internal communications stakeholders is a plus. 
• Familiarity navigating complex, multi-stakeholder organizations is a plus.
• Experience with Planhat, Hubspot, or other CRM software is a plus.

Other Information

More information about the role and company:

• nectarhr.com for more information about the product
• for more information about the company and employees (as well as G2