Customer Success & Support Manager

Nomic AI

Customer Success & Support Manager at Nomic handling support and success functions for B2B SaaS customers. Focused on triaging support and managing automated solutions for customer retention in AEC industry.

Posted 6/2/2026full-timeNew York City • New York • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

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
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

Requirements

What you’ll need

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
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

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SLA managementticket triagecustomer-facing documentationsupport queue ownershipKPI reportingissue resolutionexpansion identificationrenewal trackingtechnical supportB2B SaaS experience

Soft Skills

strong written communicationcustomer-first instinctproactive outreachproblem-solvingorganizational skillsadaptabilitycollaborationattention to detailtime managementcustomer relationship management