Customer Success & Support Manager

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🕒 June 2

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Nomic AI

WebsiteLinkedInAll Job Openings

11 - 50 employees

🤖 Artificial Intelligence

🤝 B2B

☁️ SaaS

Artificial Intelligence • B2B • SaaS

Nomic AI is a company focused on creating explainable and accessible artificial intelligence solutions. They emphasize the concept of pragmatics and aim to transform AI technology into a more understandable and usable format for diverse applications. Their work includes research and development in advanced AI models, such as those inspired by GPT technology.

📋 Description

• 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 • 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

🎯 Requirements

• 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 • 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

🏖️ Benefits

• 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