Customer Success Manager

About the role

You'll be one of the first members of the Customer Success function at Nominal, with the opportunity to help shape how it operates. Success in this role won't be defined by call volume or time-to-go-live. It will be defined by outcomes: whether our customers' finance teams are genuinely operating differently - faster closes, fewer manual reconciliations, and more time spent on analysis rather than cleanup.

You'll own a portfolio of accounts after go-live. That means their health, adoption, and business results. You'll be the person a Controller or CFO calls when something isn't working, and the one who sees a new use case before they ask for it. You'll work closely with Sales, Implementation, Product, and leadership, and report to our VP of Sales.

What you'll own

Customer outcomes. Agree on a success plan with each customer, tied to measurable finance results (close time, manual hours removed, reconciliation coverage), and hold both sides to it.
Adoption that changes how the team works. Define what "fully adopted" means for each customer and get them there. That means helping Controllers trust agents with real work and run the close as managers of the system, not operators of it.
Account health. Track usage and health signals, spot risk early, and act before it turns into churn.
The next thing to automate. Sit with accounting teams, find the manual work that's still slowing them down, and turn it into the next thing Nominal takes on.
Expansion. Find where Nominal can take on more (new entities, new workflows, new teams) and bring it to the AE. Renewals and commercial negotiations sit with Sales. Your job is to make them easy.
Handoff from implementation. Work with our implementation team so customers move from go-live to ongoing value without a gap.
Voice of the customer. Bring structured feedback to Product: what's blocking customers, what they'd pay for, and where the product falls short.
Business reviews. Run regular and executive-level reviews that show the value delivered and set the next goals.
Building the function. Define the KPIs, health scoring, tooling, and processes CS runs on, and shape how it scales as the team and customer base grow.

Requirements
A strong background in finance or accounting. You've done close, reconciliations, or financial operations yourself, or worked closely enough with finance teams to speak their language and understand their pain. This is a must.
5+ years in a customer-facing role at a B2B SaaS company (customer success, account management, or post-sales).
You've been measured on customer results, not activity.
You're comfortable owning executive relationships with CFOs and Controllers.
An analytical mindset. You use data to decide where to spend your time.
You're comfortable with ambiguity and with building process where none exists yet.
You build rather than wait. AI has replaced work you used to do by hand, and when a tool you need doesn't exist, you build a rough one.
You can make a finance team trust an agent. You've led coustomers through a real change in how they work, not just a tool rollout.

Preferred Qualifications
CPA or equivalent accounting certification.
Early-stage startup experience, especially building CS processes from scratch.
Experience with ERPs, close tools, or finance-automation products.
Familiarity with CRM/CS tooling (Salesforce, HubSpot, Gainsight, etc.).