Customer Success Manager - Nebula ITSM

Office Location: Lower Manhattan, NY - Hybrid

About Accrete:

Accrete AI is a dynamic and innovative company focused on transforming the future of artificial intelligence. We specialize in creating advanced AI solutions that turn complex data into actionable insights, driving real-world impact for businesses and government organizations. Our team thrives on creativity and collaboration, working together to push the boundaries of AI technology.

At the core of our offerings are our AI agents, designed to autonomously analyze data, generate insights, and make intelligent recommendations. These agents help businesses streamline operations, improve decision-making, and also empower government entities to enhance security, intelligence, and operational efficiency

About Nebula ITSM

Nebula ITSM is Accrete AI’s intelligent IT service management platform, designed to enhance IT operations with AI-driven automation, predictive analytics, and workflow optimization. It enables organizations to improve incident resolution, reduce downtime, and streamline IT service processes.

Role Overview

We are looking for a Customer Success Manager to lead customer engagement and ensure successful adoption of Nebula ITSM. In this role, you will work closely with IT teams and enterprise clients, providing strategic guidance, training, and support to help them optimize their IT service management processes. The ideal candidate has a strong background in ITSM, excellent relationship management skills, and a proactive approach to driving customer success.

Responsibilities

• Serve as the primary point of contact for Nebula ITSM customers & partners, ensuring smooth onboarding, training, and ongoing engagement.
• Understand the technical requirements and capabilities of the ITSM product and play a key role in supporting the implementation of Nebula ITSM software.
• Develop and execute customer success strategies to drive product adoption, retention, and satisfaction.
• Analyze customer usage data to identify trends, proactively address challenges, and recommend optimizations.
• Partner with product, sales, and engineering teams to communicate customer feedback and drive product enhancements.
• Conduct regular check-ins, QBRs (Quarterly Business Reviews), account planning, and strategy sessions with key customers.
• Identify upsell and expansion opportunities and collaborate with sales to execute them.
• Develop best practices, playbooks, and training materials to help customers maximize the value of Nebula ITSM.
• Drive an AI-first approach, utilizing emerging AI-powered sales & marketing tools to improve sales processes, account planning, and overall customer success.

Qualifications

• 4 years of experience in Customer Success, Account Management, or IT Service Management, preferably within a SaaS or AI-driven environment.
• Strong understanding of ITSM frameworks (e.g., ITIL) and enterprise IT operations.
• Ability to analyze data, derive insights, and guide customers toward solutions that improve IT service efficiency.
• Excellent communication and interpersonal skills with a customer-first mindset.
• Experience working with enterprise clients in a high-growth environment.
• Strategic Consultative Approach: Ability to translate business goals into outcomes and build a process that aligns with customer needs to drive customer adoption
• Proactive Sales Mentality: Ability to identify and capitalize on new revenue streams, uncover upsell opportunities, and strategically drive business growth.
• Customer-Centric Mindset: A passion for exceeding customer expectations by building trust-based relationships and consistently delivering value.
• Collaborative Spirit: A belief in the power of partnership, thriving in cross-functional teamwork, and fostering meaningful customer relationships.

Preferred Qualifications

• Experience working with enterprise customer teams at various levels of technical and non-technical depth, and across multiple levels from end user through C-level stakeholders.
• ITIL certification or experience with ITSM platforms (e.g., ServiceNow, BMC Remedy, Jira Service Management, etc.).
• Experience working with AI-driven automation tools or IT operations analytics.
• Background in technical consulting, IT support, or SaaS implementations.
• Ability to thrive in a fast-paced, high-growth startup environment.

Salary Range: 100k-130k Bonus

Benefits:

• Comprehensive, competitive benefits: health, dental, vision, prescription, long- and short-term disability and life insurance, and a 401(k) (Traditional & Roth)
• Flexible PTO & all U.S. federal holidays off
• Daily catered lunch and a kitchen stocked with snacks and beverages
• Company events include happy hours, team bonding, and more.

Accrete is an equal opportunity employer. We evaluate all applications without regard to sex, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.