Customer Success Account Manager

About the Company

Nexus Weather & Climate is a weather decision platform built for organizations whose day-to-day operations are affected by weather conditions. Instead of relying on broad forecasts and making their own interpretation, customers use the platform to get location-specific weather intelligence that shows when, where, and how weather may influence their assets and operations.

The company serves businesses across sectors where weather creates operational constraints, including aviation, hospitality, marine, municipalities, transportation, and related industries. The team is mission-driven and focused on practical impact, operating with transparency, rigor, and a strong orientation toward measurable outcomes.

Role Overview

This is the first dedicated post-sales position at Nexus. The role combines customer success and account management, with responsibility for the full customer journey after contract signing through renewal and expansion. You will be expected to build strong customer relationships, increase customer value realization, and help establish the systems, playbooks, and operating structure needed for the post-sales function to scale.

The main objective is to help customers achieve clear return on investment while also creating the internal processes and insights that will support future growth. This role reports to the Co-Founder/Chief Operating Officer and is a founding senior individual contributor position.

Key Responsibilities

Customer success and adoption

• Lead onboarding and customer adoption with a structured process that defines activation milestones and helps customers reach an early, meaningful win within a consistent timeframe.
• Run regular check-ins and strategic reviews to measure progress against customer goals, business needs, and value realization targets.
• Monitor account health using product usage, support patterns, engagement signals, and relationship context, then take action early when intervention is needed.
• Serve as the main conduit for customer feedback, bringing patterns, risks, and product needs back to internal teams and aligning Customer Success with Product Development.

Account management

• Own the renewal timeline for all accounts and start renewal discussions early enough to support the customer’s internal process and reduce last-minute pressure.
• Identify expansion opportunities, qualify them, and move them toward closure, partnering with sales engineers when appropriate.
• Act as the primary contact for commercial discussions, including pricing, contract questions, and investment-related conversations.

Building the post-sales function

• Develop the first version of core CS and AM playbooks, including onboarding, health frameworks, escalation paths, expansion motions, customer personas, and value proof points.
• Document working processes and data needs in a way that helps the team scale as the business grows.
• Continuously capture lessons learned, market insights, and customer patterns so the expanding team can learn from early customer work.

Success Measures

• Retention and customer growth performance.
• Customer health scores and time-to-value improvements.
• Creation of the operating structure, playbooks, and learning resources needed to support a larger post-sales team.

Tools and Systems

You will primarily work with HubSpot, Pendo.io, Claude AI, Slack, and Google Suite.

Compensation and Benefits

The base salary range is $139,000 to $156,000, with variable compensation and early employee equity stock option participation. Benefits include health, dental, vision, retirement, open leave, and professional development support.

Qualifications

Required background

• You have previously built a process or program from the ground up, such as onboarding, health tracking, QBR structure, escalation workflows, or an ROI tool.
• You have owned a portfolio of customer accounts in a post-sale role, guiding them through onboarding, ongoing success management, and renewal.
• You have directly handled renewals and expansion conversations, with responsibility for retention and growth outcomes.
• You are comfortable working in a startup environment where processes may be incomplete and ambiguity is part of the job.
• You hold a BA/BS degree or have equivalent practical experience.
• You bring 5+ years of experience in customer-facing post-sale roles such as customer success, account management, client services, or a similar hybrid position.

Preferred experience

• Experience in a combined Customer Success and Account Management role within a B2B SaaS business.
• Ability to learn technical products deeply enough to answer most customer questions independently, while knowing when to involve specialists.
• Experience working in complex, data-heavy, operationally demanding, or environmental intelligence domains.
• Background in capturing customer feedback in a structured way that influences product or leadership decisions.
• Prior experience as an early post-sales hire or founding team member at a fast-growing startup.
• Hands-on familiarity with HubSpot, Pendo.io, ChatGPT, and/or Claude AI.

Additional Information

Nexus encourages candidates to apply even if they do not meet every requirement, as varied experience is valued. The company is an equal opportunity employer and does not discriminate based on race, religion, color, national origin, sex, age, disability, or other protected classifications.

Reasonable accommodations are available for applicants with disabilities during the hiring process. If an accommodation is needed, candidates may contact Matt McGrady at matt.mcgrady@nexusweatherandclimate.com.

Applicants must be legally authorized to work in the United States for the full duration of employment. Visa sponsorship is not available.