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Nash

Engagement Manager, Customer Success

  • Remote HQ · Remote
  • Full-time
  • Posted
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Skills

  • Account Management
  • Customer Success
  • Leadership
  • Logistics
  • Operations

Job description

If you've spent the last few years in consulting, you know the work: get inside a client's operation, find where value is leaking, and go after it. This is that job, except here you keep the clients. You keep an ongoing relationship with the clients where your engagement would normally end.

You'll run a book of Nash's strategic and enterprise customers, four or five strategic accounts or about ten enterprise ones. When a deal is sold, a Solutions Consultant scopes and builds each deployment. Your role during onboarding is to learn the operation alongside them and take the lead once the customer is live.From there, your job is to make sure every account gets the most out of Nash, and to keep finding what would make it better.

WHAT YOU'LL DO

•Learn each operation from the inside. Join during onboarding with the Solutions Consultant and Engineers, so by go-live you know how the customer runs as well as the people who built it.
•Find the opportunities and go after them. Every account has four kinds:
•Adoption: customers are engaged with the services they purchased, as well as all future releases of Nash that are applicable to their operations, including our AI Agents.
•Operations: better on-time performance, lower cost per delivery, fewer exceptions.
•Efficiency: accounts that run cleanly, with day-to-day work handled by Support instead of you.
•Growth: a well-run account surfaces new opportunities. You bring them to the Account Executive and Solutions Consultant to pursue.
•Run each account on a cadence. Quarterly adoption goals, a regular operating review with the customer's team, and business reviews with their leadership.
•Spot risk early. Know the health of every account in your book, and act before a problem becomes an escalation.
•Work across Nash. Support handles day-to-day requests, Solutions Consultants and Engineering handle builds, and Account Executives handle the commercial side. You're the one who knows what each account needs from all of them.
•Keep up with the product. Nash ships product quickly, including AI capabilities. Know what's new before your customers ask, and bring it to them when it fits.

WHO YOU ARE

•From consulting or strategic customer work. Two or more years in strategy or operations consulting, or in strategic customer success or account management at an enterprise software company.
•A problem finder. You look at an operation and see where it could be better, and you structure the case for fixing it.
•An operator. You get things done by working with other people and following through until the job is complete.
•Data fluent. You're at home in dashboards and spreadsheets, and you can pull the numbers that make your case.
•Fluent with AI. You already use AI tools in your daily work, and you pick up new ones quickly.
•Credible at every level. With executives and with the people running the operation every day.
•Logistics experience helps, but isn't required. How you think matters more.

HOW YOU'RE MEASURED

•Adoption goals for each account, set quarterly.
•The health of every account in your book.
•How efficiently each account runs.
•The opportunities you surface for the Account Executive and Solutions Consultant.

HOW WE HIRE

1. Apply, then send a short Loom (2 to 3 minutes) on why Nash and why this role.

2. A conversation with the hiring manager.

3. A conversation with a Nash colleague.

4. A case study on a real customer situation.

5. Offer.

More about Nash http://Nash.AI

NASH IS THE PLATFORM THAT POWERS MODERN LOGISTICS.

Commerce has inverted. For decades, customers came to where products and services were. Now products and services come to them, on their terms, in real time. That shift has turned every company into a logistics company, even though almost none of them were built to be one. Couriers, fleets, gig workers, parcel carriers, in-store labor, and increasingly autonomous systems all have to be coordinated in real time, against tighter windows and rising expectations, with hard-fought customer trust on the line.

Nash unifies decisioning, execution, and capacity into a single programmable platform. Real-time, AI-native intelligence determines what should happen, operational control executes it, and the platform dynamically orchestrates capacity from any source: a company's own fleets, partners, or the Nash delivery network. Whether a job involves a courier, a gig driver, an internal fleet, a store employee, a technician, or an autonomous vehicle, Nash selects the right resource and manages execution through completion.

We power delivery and logistics for some of the most recognizable brands in commerce, including Walmart, Urban Outfitters, 7-Eleven, and Woolworths, alongside platforms like Shopify and Toast. Over the next decade, logistics will become as foundational to commerce as payments, cloud, and connectivity. Nash is the platform that powers it.

Nash was founded in 2021 by Mahmoud Ghulman (2x Founder, MIT) and Aziz Alghunaim (2x Founder, 2x YC, Ex-Palantir, MIT) and is backed by Y Combinator, a16z, and other top investors. We are headquartered in San Francisco.

WHAT YOU’LL LOVE ABOUT US

✅ Early-stage, well-funded startup – directly impact the company and grow your career!

✅ Quarterly broader team on-sites to bond with teammates

✅ Competitive compensation and opportunity for equity

✅ Flexible paid time off

✅ Health, dental, and vision insurance for US employees

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