Customer Success & Support Manager
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- New York, Estados Unidos
- New York City, Estados Unidos
Resumo da vaga pela JobGrid
Customer Success & Support Manager at Nomic.Ai in New York, United States, for an on-site Lead role in Customer Support & Success. JobGrid presents the normalized role facts separately from the employer description, with source freshness from 2026-06-02 and no salary listed in the payload.
- Location and workplace are normalized as New York, United States, on-site, with New York City also listed as a location variant.
- Comparable classification on JobGrid: Customer Support & Success; seniority is Lead.
- Source timestamps show the posting and the latest check on 2026-06-02.
- The employer application path goes to the original public application page, with non-personal referral parameters appended.
Location: New York, NY (Hybrid) | Type: Full-Time | Reports to: Head of Revenue
About Nomic
Nomic is the domain-specific AI platform for the AEC industry, enabling firms to automate drawing review, code compliance, submittal review, and project research—connecting directly to existing data infrastructure without requiring migrations. We’re growing fast across self-serve, mid-market, and enterprise segments, and this role ensures every customer gets fast, high-quality support and the ongoing success that keeps them on the platform.
The Role
We are hiring a Customer Success & Support Manager to own two connected functions: day-to-day support across all customer segments, and scaled success coverage for self-serve and mid-market accounts.
You’re the first line of response on support - triaging the queue, resolving what you can directly, and routing what requires engineering or onboarding involvement. On the success side, you own the SMB segment outright and serve as the point of contact for mid-market accounts, with support from the full Revenue Team - Marketing, Sales, Onboarding and Enterprise Success on implementation and escalations. You’ll have a knowledge base and RevOps-managed tooling to help facilitate account growth and development.
What You’ll Do
Customer Support
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
Customer Success - SME & Mid-Market
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
About You
Required
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
Preferred
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
What We Offer
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