Customer Success Lead

Job description

CUSTOMER SUCCESS LEAD     ABOUT NEBEX Nebex is building institutional-grade market infrastructure for the global space economy. The platform enables governments, enterprises, prime contractors, startups, and commercial participants to discover, procure, contract, and execute complex space-related transactions through a unified market and intelligence layer. Nebex combines procurement infrastructure, market operations, verification systems, and data-driven intelligence to improve how space capabilities are sourced, financed, and delivered across jurisdictions. The company is focused on enabling scalable coordination across the global space ecosystem—unlocking more efficient execution, better capital allocation, and improved delivery outcomes across supply chains. POSITION OVERVIEW Nebex is seeking a Customer Success Manager to manage relationships with all customers using the Nebex space fintech platform. The platform enables space startups on Nebra Exchange Platform connecting organizations to fulfill critical operational requirements. This role exists to create ease of use for platform participants and serve as the first line of defense for access issues and troubleshooting. The Customer Success Manager will troubleshoot issues, manage platform adoption and usage, and proactively help customers maximize value from the platform. They will also drive automation needs around Customer Success; determining which platforms are most suitable for Nebex as we grow. RESPONSIBILITIES - Own and drive end-to-end customer relationships across all organizations using the Nebex space fintech platform. - Serve as the primary point of contact and first line of defense for platform access issues, technical troubleshooting, and support inquiries. - Guide space startups and commercial participants through the Nebra Exchange Platform - Accelerate customer onboarding and platform adoption to shorten time-to-value for new ecosystem participants. - Monitor engagement and usage metrics to proactively identify risks and drive feature utilization across accounts. - Facilitate seamless connections between organizations to help them fulfill critical operational and procurement requirements. - Gather direct customer feedback and synthesize insights for product and engineering teams to enhance user experience. - Maintain high customer satisfaction and retention rates by delivering tailored support and proactive value-add guidance. - Other Responsibilities as defined by Nebex leadership in context of product and the platform. SUCCESS METRICS - 30-day expectations: Understand everything the platform provides and how customers use it, build a customer onboarding workflow, have customer-facing collateral MVPs created, and build relationships with existing customers. - 90-day outcomes: Finalize customer-facing collateral, determine the best way to onboard, fully integrate new platform features from engineering and product into the workflow, and start collecting data on customer usage and problems to provide to product and engineering teams to fix issues. Analyze requirements for advanced automation tools and workflows, evaluating and integrating customer success platforms (e.g., Zendesk, Salesforce, HubSpot) to scale operations. - 6–12 month impact: Successfully onboard all customers, build deep relationships and trust across the platform, and ensure users enjoy the platform for its ease and usefulness. QUALIFICATIONS REQUIRED QUALIFICATIONS - 5+ years of experience in Customer Success, Account Management, or Technical Account Management within B2B SaaS, fintech, or marketplace environments. - Proven track record of managing end-to-end customer relationships, driving platform adoption, and achieving high retention/satisfaction rates across diverse account portfolios. - Demonstrated experience serving as a first line of technical troubleshooting and access support for complex platform or software tools. - Experience designing and building customer onboarding workflows, playbooks, and customer-facing collateral from the ground up. - Ability to synthesize user feedback, user experience (UX) insights, and product usage data into actionable insights for product management and engineering teams. - Strong analytical skills with experience monitoring engagement metrics, health scores, and usage data to proactively identify risk and expansion opportunities. - Exceptional written and verbal communication skills, with the ability to articulate technical concepts and complex workflows to both non-technical users and executive stakeholders. - Ability to thrive in fast-paced, ambiguous startup environments with minimal structure and rapidly changing priorities. PREFERRED QUALIFICATIONS - Prior experience in the space industry, aerospace, defense, or government procurement ecosystems. - Familiarity complex procurement mechanisms, marketplace dynamics, or fintech transaction workflows. - Experience working directly with startup founders, commercial executives, and prime contractors. - Experience building Customer Success workflows and teams - Proficiency with modern Customer Success platforms, ticketing/support systems, and data analytics tools (e.g., Salesforce, Gainsight, Zendesk, Hubspot, Mixpanel). - Background in early-stage tech or venture-backed startups scaling from initial traction to growth phase. - Understanding of security, compliance, or regulatory considerations in aerospace and defense contracting. - Bachelor’s degree in Business, Engineering, Communications, or a related field (or equivalent practical experience). COMPENSATION & BENEFITS Nebex offers a competitive compensation package aligned with experience, role scope, and market benchmarks. This includes a combination of base salary, performance-based incentives where applicable, and eligibility to participate in the company’s equity programs. Employees are also eligible for a comprehensive benefits package, which may include health coverage, retirement savings options, and other company-sponsored benefits. Specific details will be discussed during the interview process. REPORTING STRUCTURE - Reports To: Anand Subramanian, Chief Operating Officer - Works closely with: Engineering Lead, CEO, BD Supply Side, BD Buy Side REQUIRED TRAITS AT NEBEX Nebex operates in a high-performance environment where expectations are elevated and outcomes matter. We look for individuals who take full ownership of their work, proactively driving results without waiting for direction and holding themselves accountable for outcomes. The pace of the company requires exceptional learning velocity—the ability to rapidly understand new domains, systems, and challenges and translate that understanding into execution. Strong judgment is critical; candidates must be able to make sound, independent decisions with incomplete information and under time pressure. We value people who are relentlessly execution-focused, prioritizing results over process and consistently delivering against ambitious goals. The environment is often ambiguous and fast-changing, so comfort operating without clear structure is essential. Clear, direct communication is expected at all levels, with the ability to convey complex ideas concisely and align cross-functional teams effectively. Finally, Nebex is a team of high performers, and every individual is expected to raise the standard. This means collaborating effectively, maintaining a high level of professionalism, and contributing to a culture of accountability, intensity, and continuous improvement. EQUAL OPPORTUNITY STATEMENT Nebex is an equal opportunity employer and values diversity of background, experience, and perspective.