Technical Customer Success Manager, NA (remote)

Job description

ABOUT THE ROLE We’re hiring a Technical Customer Success Manager to own and grow some of our most strategic enterprise accounts. This is not a temporary or project-based role—you are the long-term owner of the customer relationship, accountable for adoption, performance, and ongoing outcomes. Acting as an embedded partner, you will work directly with customer product, engineering, and operations teams to design, deploy, and continually optimize solutions on Nash’s platform. This role sits within our Customer Success organization and blends strategic account leadership with hands-on technical problem solving. You will drive adoption, reduce defects, improve operational performance, and ensure customers realize meaningful business impact. In short: you own the account, the results, and the success of the partnership. RESPONSIBILITIES - Own enterprise customer accounts end-to-end — act as the single point of accountability for adoption, performance, and growth. - Partner closely with customer product and engineering teams to design, deploy, and scale solutions on Nash’s platform. - Become a true Nash expert — understand platform capabilities and limitations as well as anyone in the company. - Use your expertise to advise customers, guide integrations, and identify improvement opportunities. - Drive measurable outcomes across KPIs such as delivery performance, defect reduction, and cost efficiency. - Lead account growth and retention by ensuring customers realize ongoing value and by surfacing new expansion opportunities. - Troubleshoot and resolve integration or workflow challenges in collaboration with customer engineers and Nash’s internal teams. - Act as the internal advocate for your accounts, ensuring their priorities are represented across cross-functional initiatives. QUALIFICATIONS (MUST-HAVE) - 5+ years in a customer-facing, technical role such as Technical CSM, Technical Account Manager, Solutions Engineer, Forward Deployed PM, or similar. - Proven success owning enterprise customer relationships and driving adoption, performance, and growth. - Strong technical fluency — comfortable with APIs, integrations, debugging workflows, and collaborating with engineering. - Experience advising customer product/engineering leaders and translating technical concepts into business outcomes. - Strong analytical and problem-solving skills with the ability to diagnose root causes in complex systems. - Demonstrated ability to rapidly master a product and use that knowledge to guide customers and shape feedback. - Excellent communication and executive-presence skills. NICE-TO-HAVE - Experience in last-mile logistics, supply chain, or complex B2B SaaS systems. - Experience in high-growth startups or enterprise retail environments. - Familiarity with API docs, observability platforms, SQL, Python, or engineering workflows. - Background in consultative roles involving both technical depth and commercial accountability. 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