• Build and maintain strong relationships with professional breeders on MundoAnimalia. • Provide tailored guidance on how to list, promote, and manage ads effectively. • Proactively reach out via phone and email to ensure breeders’ satisfaction and success. • Identify opportunities to improve breeder engagement and retention. • Collaborate with marketing to design and run outreach or education campaigns. • Help strengthen the breeder community through trust-building and transparent communication. • Work closely with PMG’s broader Customer Success and Operations teams across Europe.

• Drive and coordinate the platform rollout across multiple APAC markets. • Act as the 'voice of the region.' • Lead remote training sessions and workshops. • Provide proactive, high-quality support via ServiceNow. • Run regular status meetings between regional APAC clients and European stakeholders. • Travel to Singapore and potential other regions will be required.

• Owning a portfolio of retainer clients across web, SEO, AEO, and content as their primary strategic contact at N4 • Leading roadmapping, prioritisation, and performance reviews across your accounts • Managing and mentoring one direct report (a Client Success Manager) who supports day-to-day delivery • Driving upsells and account expansion, including Webflow's Optimize and Analyze products • Leading pitching and governance conversations at a senior level • Improving how the retainer function runs: processes, reporting, and client experience • Collaborating with designers, developers, and SEO/AEO specialists to align delivery with client needs • Contributing to forecasting and revenue planning with agency leadership • Playing an active role in business decisions as part of the N4 leadership team

Role Description We’re looking for a Customer Success Manager to build and scale our customer success function from the ground up - turning early wins into repeatable success and expansion. As our first dedicated Customer Success Manager, you will define and own the post-sales motion for Nominal. You will be responsible for ensuring our customers achieve rapid value, drive ongoing product adoption, secure renewals, and expand revenue through upsells and cross-sells. You will work hand-in-hand with our technical onboarding team, product team, and engineering to shape how customers use our platform and to scale the CS process as Nominal grows. Responsibilities and Impact - Own the full customer lifecycle post-go-live: onboarding, adoption, renewal, and expansion. - Develop success plans with customers to ensure measurable business outcomes. - Monitor customer health metrics and usage signals; proactively engage to mitigate churn risk and promote growth opportunities. - Manage a revenue target tied to renewals and expansion (upsells and cross-sells). - Work with customers to identify manual accounting processes and translate them into Nominal automation opportunities. - Work closely with our technical implementation team to ensure seamless hand-off of agentic workflows from implementation into success, and ongoing value delivery. - Work closely with the Product team: gather and synthesize customer feedback, identify feature gaps, inform roadmap priorities. - Define and document CS playbooks, processes, metrics, and tooling (e.g., health scoring, dashboards, playbooks for expansions). - Lead regular business reviews with customers (quarterly, executive), tracking value delivered and renewing/expanding contracts. - Champion customer advocacy: case studies, references, testimonials, and user-community development. Qualifications - Bachelor’s degree (business/finance preferred). - 3-5+ years of customer-facing experience (customer success, account management, or post-sales in SaaS environment). - Excellent communication and relationship management skills. - Analytical mindset, data-driven decision-making. - Ability to collaborate across functions (product, engineering, GTM, customers) in a fast-paced startup. - Comfortable working with automation technologies or AI-driven workflows. - Willingness to travel occasionally for customer engagements and collaboration. Preferred Qualifications - Experience in an early-stage startup environment, especially in a post-sales/CS role building processes from scratch. - Strong understanding of accounting processes, data structures, and financial workflows. - Familiarity with CRM/CS platforms (Salesforce, Gainsight, etc.), analytics tooling, and customer health monitoring. - Background in automation, workflow, or data-heavy SaaS products. Benefits