Customer Success Manager - Nebula Social

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 Social

Nebula Social is Accrete AI’s advanced AI-driven social media intelligence platform. It enables businesses to analyze, predict, and respond to online narratives in real-time, helping them stay ahead of emerging trends, mitigate risks, and maximize engagement.

Role Overview

We are seeking a Customer Success Manager to drive customer satisfaction and retention for Nebula Social. This role involves working closely with clients and partners to ensure they maximize the value of our platform, providing insights, training, and strategic guidance. The ideal candidate will have a deep understanding of social media intelligence, strong relationship management skills, and a proactive approach to customer success.

Responsibilities

• Act as the primary point of contact for Nebula Social customers, ensuring seamless onboarding, training, and ongoing support.
• Develop and execute customer success plans to drive product adoption, retention, and satisfaction.
• Ensure a smooth onboarding experience, accelerating time to value for new customers.
• Proactively communicate insights to customers to drive adoption, maximize value, and ensure long-term success.
• Help create and deliver enablement resources, including training sessions, best practices, and product recommendations.
• Analyze customer usage data to identify trends and proactively address potential challenges.
• Collaborate with sales, product, and engineering teams to relay customer feedback and drive continuous product improvements.
• Conduct regular check-ins, QBRs (Quarterly Business Reviews), account planning, and strategy sessions with key customers.
• Monitor customer health metrics and usage data, identifying opportunities for engagement, expansion, and risk mitigation. Identify upsell opportunities and work closely with sales to execute them.
• Develop best practices, playbooks, and resources to help customers optimize their use of Nebula Social.
• 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 a related field, ideally in SaaS, Martech, or AI-driven products.
• Experience working with social media intelligence, digital analytics, or related platforms.
• Strong problem-solving skills with the ability to analyze data and derive actionable insights.
• Excellent communication and interpersonal skills with a customer-first mindset.
• 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.
• Familiarity with AI-driven social media analytics or competitive intelligence tools.
• Background in digital marketing, social media management, or consumer insights.
• 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.