Enterprise Implementation & Success Manager

Last mile is a $500B industry powering digital commerce but managed largely with self managed API integrations. Nash approaches last mile orchestration with information completeness solutions from checkout, courier management, customer engagement, and post-purchase experience. Doing this enables merchants and customers to capture immense efficiencies, drive better customer experience, reliability and business outcomes.

We are working towards a mission of processing a double digit percentage of every physical last-mile transaction. We achieve this by providing top of the market modules for each step of the customer journey and leveraging the network effects from having more information that allows traditional competitors to collaborate. It’s a big mission, but we are already seeing strong market pull as we are already serving some of the largest retailers in the world like Walmart, 7-Eleven and Woolworths.

Nash was founded in 2021 by Mahmoud Ghulman (2x Founder, MIT) and Aziz Alghunaim (2x Founder, 2x YC, Ex-Palantir, MIT) and has raised funding from top investors, including Y-Combinator and a16z, to build the world’s best logistics infrastructure platform. We are based in SF.

Position Overview:

As an Enterprise Implementation & Success Manager, you will drive the success of our largest and most strategic customers. You’ll build strong relationships, ensure customer satisfaction, and drive the adoption and growth of our platform. Your logistical and technical expertise will be key in understanding customer needs, addressing challenges, and delivering value. This role requires a proactive approach to managing customer accounts, a deep understanding of their logistics operations, and the ability to translate technical features into business benefits. 

We expect the scope of this role to grow as Nash grows, with opportunities to take on additional customers, regions, and responsibilities over time depending on your interests and capabilities. 

Key Responsibilities:

• Customer Relationship Management:

  • Build and maintain strong, long-lasting relationships with enterprise customers.

  • Serve as the primary point of contact for assigned accounts, ensuring their satisfaction and success.

  • Conduct regular business reviews to assess customer needs, objectives, and challenges.

  • Develop and implement tailored success plans to drive adoption and utilization of our platform.

• Scoping and Implementation:

  • Lead the scoping process to understand customer requirements and tailor solutions accordingly.

  • Oversee the implementation of our platform, ensuring seamless integration with customer systems and processes.

  • Coordinate with internal and external stakeholders to ensure timely and successful deployment.

  • Provide hands-on support during the implementation phase to address any technical or logistical challenges.

• Logistics and Technical Expertise:

  • Leverage your deep understanding of logistics operations to provide insights and solutions that meet customer needs.

  • Act as a trusted advisor, translating technical features and capabilities into business value for customers.

  • Collaborate with cross-functional teams (Product, Engineering, Sales, Support) to address customer issues and ensure timely resolution.

  • Stay updated on industry trends, best practices, and emerging technologies in logistics and SaaS.

• Customer Growth and Retention:

  • Develop and deliver onboarding programs to ensure customers are fully leveraging our platform as quickly and efficiently as possible

  • Identify opportunities for upselling and cross-selling to maximize customer value and revenue growth.

  • Monitor customer usage and engagement metrics, proactively addressing any signs of churn risk.

  • Advocate for customer needs and feedback within the company to drive product improvements and innovation.

• Performance and Reporting:

  • Track and report on key customer success metrics, including adoption rates, satisfaction scores, and retention rates.

  • Prepare and present regular reports to internal stakeholders on account status, opportunities, and challenges.

  • Continuously improve customer success processes and strategies to enhance overall performance and efficiency.

What would make you a great fit for this role:

• Deep technical expertise - maybe you’ve spent some of your career as an engineer, product manager, or just love getting under the hood with tech. You should be able to write basic SQL queries, advise on integration architecture, and troubleshoot configuration issues. 

• Proven commercial track record - you’ve managed large, complex customer relationships and can demonstrate driving successful commercial outcomes like closing new business, contract renegotiations, or project management for implementations. 

• Excellent communication, interpersonal, and presentation skills - you communicate quickly, clearly, and concisely. You’re as comfortable building relationships with engineering teams as executives. 

• Operational acumen and logistics experience - you have an interest, or experience, working in logistics/shipping. 

• Ability to thrive in ambiguity and doing things for the first time - we’re going through a period of explosive growth, and you will need to balance moving quickly and building for the future.

You should have: 

• 5+ years of experience in consulting, customer success, product management, or related roles in a SaaS or logistics environment.

• Bachelor’s degree in Engineering, Business, Logistics, Supply Chain Management, or a related field; MBA or advanced degree is a plus.

• Proficiency with CRM (e.g. Salesforce), analytics (e.g.Tableau/Mode), and diagnostic tools (e.g. Datadog)

• Willingness to travel as needed to meet with customers and attend industry events.

✅ 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