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Double Nickel · 4 days ago

Founding Customer Success Manager

United States

Full-time

Remote

Mid Level

$85K/yr - $110K/yr

3+ years exp

Double Nickel is a company focused on revolutionizing the logistics industry through AI-driven recruiting software. The Founding Customer Success Manager will be responsible for building the customer success function from the ground up, managing post-sale relationships, and driving customer retention and expansion.

Artificial Intelligence (AI)ComplianceDigital SignageRecruitingSoftware

Responsibilities

Lead the post-sale relationship from onboarding and training through adoption, QBRs, and renewals, helping customers unlock value continuously

Own retention and expansion across a book of SMB and Mid-Market accounts (renewals, upsells, and long-term growth)

Run tight project management: set timelines, coordinate stakeholders, manage deliverables, and keep implementations moving

Triage and resolve issues quickly: investigate, identify root cause, escalate when needed, and communicate clearly along the way

Partner cross-functionally with Product, Ops, and Engineering to translate customer needs into fixes, improvements, and roadmap priorities

Build scalable playbooks and SOPs to support a high-volume SMB customer base without sacrificing quality

Stay metrics-driven: use performance data to prioritize work, spot risk early, and course-correct outcomes

Qualification

Customer Success experienceData-driven decision makingProject managementTechnical fluency (Excel + SQL)Logistics/transportation experienceHigh agencyCustomer-obsessionExperience in early-stage startupsCommunication skillsWork ethic

Required

3+ years in Customer Success, Account Management, or Consulting, with a track record of delivering customer outcomes and driving retention and expansion

High agency and work ethic - you take ownership, move fast, and follow through

Customer-obsession: you measure success by customer outcomes and consistently go above and beyond to make customers successful

Excitement to build and refine scalable CS playbooks across onboarding, support, renewals, and expansion as we grow

Strong communication and project management skills with technical fluency (Excel + SQL or a willingness to learn) and can balance priorities, set expectations, and navigate tough conversations