Customer Success Manager

Customer Success Manager

Nirvana is looking for a motivated and thoughtful Customer Success Manager to join our growing CS team. You'll own a book of business spanning SMB and select mid-market accounts, with growing ownership over your first few months and exposure to enterprise accounts through shadowing and support. You'll report to our Head of CS.

This role is ideal for someone with 1-2 years of experience independently owning a book of business who is comfortable operating at a more junior level while building toward a path to Enterprise CSM. You should be confident with the fundamentals and ready to grow into more complex accounts over time.

Location: NYC (in office 3 days per week). Candidates must be based in the New York City area. We are not able to consider remote applicants for this role.

What You'll Do

• Gain exposure to Nirvana's customer journey, product, and playbooks, with growing account ownership within the first 3 months
• Manage a book of approximately 70 accounts, including SMB and mid-market, with roughly half suited for self-service transition as you help standardize support
• Own process development for the CS team, identifying gaps and building scalable, standardized workflows as the book of business grows
• Partner with CS on reporting and analyses to support broader team initiatives
• Guide customers through onboarding and implementation, ensuring smooth and successful go-lives
• Monitor engagement and usage, surfacing insights to drive adoption and retention
• Serve as a trusted advisor to your accounts, delivering product updates, best practices, and performance reporting
• Shadow and support enterprise accounts as opportunities arise, building toward a path to Enterprise CSM
• Advocate internally for customer needs and contribute to process improvements across the CS team
• Independently triage and prioritize across a high-volume book

What We're Looking For

• 1-2 years independently owning a book of business, as part of 2.5-4 years of overall experience in Customer Success, Account Management, or a related client-facing role (SaaS or healthtech experience is a plus)
• Early-stage startup experience required, comfortable working independently in ambiguity
• Strong organizational instincts and the ability to manage multiple accounts and competing priorities, with the ability to triage and prioritize independently
• Passion for process development, with an eye for turning ambiguity into structure
• Excellent communication and interpersonal skills, energized by helping customers succeed
• Data-savvy with strong storytelling skills; intermediate Excel or Google Sheets, Metabase experience strongly preferred
• Comfortable in customer engagement platforms like Salesforce
• Based in NYC and excited to join our hybrid office 3 days a week

Strongly Preferred

• Familiarity with healthcare or healthtech products
• Exposure to onboarding or implementation processes

Compensation

Base salary range: $110,000-130,000 base, depending on experience. This role also includes a 10% variable compensation component on top of base.

How We Support You

• Medical, dental, vision, and 401(k)
• Hybrid, dog-friendly NYC office (3 days per week)
• Unlimited PTO
• $1,000 annual mental health and wellness benefit
• Remote home office support
• Equity compensation
• Fully stocked office kitchen
• Open-door, highly collaborative culture

Nirvana is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status