Customer Success & Support Manager

Job description

CUSTOMER SUCCESS & SUPPORT MANAGER Location: New York, NY (Hybrid) | Type: Full-Time | Reports to: Head of Revenue ABOUT NOMIC Nomic is the domain-specific AI platform for the AEC industry, enabling firms to automate drawing review, code compliance, submittal review, and project research—connecting directly to existing data infrastructure without requiring migrations. We’re growing fast across self-serve, mid-market, and enterprise segments, and this role ensures every customer gets fast, high-quality support and the ongoing success that keeps them on the platform. THE ROLE We are hiring a Customer Success & Support Manager to own two connected functions: day-to-day support across all customer segments, and scaled success coverage for self-serve and mid-market accounts. You’re the first line of response on support - triaging the queue, resolving what you can directly, and routing what requires engineering or onboarding involvement. On the success side, you own the SMB segment outright and serve as the point of contact for mid-market accounts, with support from the full Revenue Team - Marketing, Sales, Onboarding and Enterprise Success on implementation and escalations. You’ll have a knowledge base and RevOps-managed tooling to help facilitate account growth and development. WHAT YOU’LL DO CUSTOMER SUPPORT - Own the support queue: triage all incoming requests, assess urgency, and ensure every ticket receives an accurate first response within SLA - Resolve Tier 1 issues directly; escalate to Engineering or Onboarding with clear context and maintain customer communication throughout - Track resolution time, support volume, and recurring issue patterns; surface product gaps and documentation needs to the broader team CUSTOMER SUCCESS - SME & MID-MARKET - Own the SME segment: dedicated point of contact for all SMB accounts, driving adoption, managing renewals, and identifying expansion opportunities through proactive outreach and usage-based signals - Serve as the point of contact for mid-market accounts-lightweight touchpoints, expansion identification, and renewal tracking-with onboarding and enterprise success support on implementations and escalations - Define and report on KPIs across both functions: first response time, CSAT, activation rate, and expansion rate by segment ABOUT YOU REQUIRED - 3–5 years in a customer-facing B2B SaaS role that includes direct ownership of a support queue-triage, SLA management, and escalation - Experience with customer-facing documentation: knowledge bases, help content, or onboarding guides - Proficiency with support and CRM tooling (HubSpot, Pylon, or equivalent) - Strong written communication and a customer-first instinct; you move fast without sacrificing quality - Based in New York City; available three days per week in office PREFERRED - Experience supporting technical SaaS products for non-technical end users - Familiarity with AEC industry workflows or tools (Procore, Autodesk Construction Cloud, Bluebeam, Egnyte) - Background in a startup environment where the support function was being built, not just maintained WHAT WE OFFER - Competitive base salary and performance-based compensation - Equity participation - Medical, dental, and vision coverage - Flexible PTO - Hybrid NYC work model (3 days in office) - High-visibility role on a small team—the systems you build define the support and success experience for every Nomic customer