Customer Success Manager - Remote

📋 Description

• • Own the end-to-end relationship with Nevis’ daily users—Registered Investment Advisors managing over $50 B in assets—guiding them from first login to power-user status and ensuring they extract maximum value from the world’s first AI wealth-management platform.
• • Design and continuously refine scalable onboarding, training and engagement playbooks that turn every new RIA into a vocal advocate within 30 days, evidenced by rising product-usage metrics and NPS scores.
• • Become the voice of the customer inside Nevis: run structured interviews, shadow portfolio-management workflows and mine support tickets to surface non-obvious pain points, then translate raw anecdotes into crisp, data-backed insights that steer roadmap decisions for AI engineers, researchers and designers.
• • Build lightweight tooling (dashboards, health-score models, automated alerts) that flag at-risk accounts early and trigger precise interventions, reducing churn and expanding seats-per-firm by double-digit percentages.
• • Serve as the primary launch partner for every new AI feature—draft release notes, host live demos, produce bite-sized video tutorials and run office hours—so advisors can immediately leverage capabilities that save hours of manual analysis.
• • Partner with Sales and Product Marketing to craft compelling case studies and ROI calculators that showcase how Nevis frees advisors from spreadsheet drudgery and lets them spend more face-to-face time with clients.
• • Maintain a living feedback loop: package weekly field reports for founders, run monthly “voice-of-customer” forums, and co-host quarterly advisory boards where top users preview prototypes and influence future AI models.
• • Champion a culture of radical responsiveness—answer complex product questions in under 15 minutes during U.S. market hours and coordinate 24-hour follow-the-sun support with teammates in Europe.
• • Travel up to 25 % to attend industry conferences, client roadshows and on-site workshops, deepening relationships with marquee RIAs and gathering competitive intelligence that keeps Nevis three steps ahead.
• • Contribute to the broader Customer Success strategy: define segmentation, pricing experiments and expansion motions that help Nevis cross the $100 B AUM milestone this year and 10× that figure over the next three.
• • Mentor junior CSMs and cross-functional peers on storytelling, objection handling and consultative selling techniques, raising the bar for customer-centricity across the entire organization.