Customer Success Manager

Partner Adoption & Success Planning:

• Develop and execute tailored success plans for each account, mapping Nabis' platform capabilities to the partner's specific business goals.
• Drive product adoption post-onboarding by proactively introducing relevant platform features and identifying underutilized tools.
• Track and reinforce partner progress against defined success milestones, adjusting the plan as business needs evolve.

Relationship Management & Retention:

• Manage a dedicated portfolio of brand accounts with a focus on long-term retention, satisfaction, and partnership growth.
• Conduct regular business reviews and check-ins to assess partner health, surface opportunities, and reinforce the value of the Nabis platform.
• Monitor account health signals and take proactive action to address risk before it becomes churn.

Platform & Operational Expertise:

• Develop deep fluency in Nabis' platform, order management workflows, and logistics operations to serve as a credible resource and advocate for partners.
• Troubleshoot and triage platform-related issues reported by partners, escalating to technical or operations teams with full context.
• Maintain accurate records of partner interactions, account status, and success milestones within the CRM and ticketing platform.

Cross-Functional Collaboration & Voice of Partner:

• Act as the internal advocate for your accounts, translating partner feedback into actionable insights for Product, Operations, and Sales.
• Liaise with Operations, Finance, Compliance, and Sales teams to resolve partner-facing issues that require multi-department input.
• Contribute to the development of playbooks, onboarding materials, and knowledge base content that scale the CSM function.