Senior Customer Success Manager (CSM)

Who are we?

Finance teams need clear visibility into their cash flow, but most still rely on Excel to manually track data across multiple bank accounts. This makes it hard to see real-time cash positions, spot trends, and drive smarter financial decisions.

Nilus changes that.

We're building an AI-powered cash management platform that gives finance teams real-time cash visibility, forecasting, and reconciliation—all powered by AI, eliminating manual work and unlocking insights that help businesses grow.

Backed by top VCs like Bessemer, Felicis, BTV, and Symbol, Nilus is a fast-growing fintech startup led by a team of ex-fintech pros passionate about transforming the finance function.

What We’re Looking For:

Nilus is looking for a Customer Success Manager (CSM) to join our growing team and lead the post-sales experience for our B2B customers. You’ll own the customer journey end-to-end—from onboarding and implementation through adoption, renewal, and expansion.

This role requires someone who is passionate about helping customers succeed and can act as a strategic partner, guiding executive teams through onboarding, demonstrating the value of our platform, and ensuring long-term satisfaction and growth. You’ll become a key voice of the customer internally and help influence product, marketing, and support strategies.

We’re looking for someone with proven experience in a customer-facing role in a SaaS environment, strong communication skills, and the ability to translate insights into action. This is a hands-on role focused on driving measurable results for our customers and for Nilus with availability to work Monday-Friday (Eastern US hours).

What you’ll be doing:

• Lead the onboarding and implementation process for new customers, ensuring a smooth and engaging experience for executive stakeholders and platform users.
• Serve as the primary point of contact for your portfolio of accounts throughout the customer lifecycle.
• Drive product adoption and engagement by helping customers align their goals with platform capabilities.
• Monitor customer health metrics to proactively identify risks and opportunities.
• Deliver and communicate ROI to customers and ensure they realize the full value of our product.
• Act as a trusted advisor, guiding customers on best practices and use-case optimization.
• Support renewals and identify expansion opportunities in collaboration with the sales team.
• Collaborate cross-functionally with product, marketing, and operations teams to champion the voice of the customer internally.
• Provide feedback and insights to improve customer experience and inform product development.
• Create and deliver training, documentation, and support resources to enable customer success.

Your qualifications:

✔️ 4+ years of experience in customer success, account management, or a similar role in a SaaS or software company preferably in fintech

✔️ Proven track record in managing customer relationships and driving adoption and retention

✔️ Strong communication skills with the ability to guide and support executive and end-user stakeholders

✔️ Excellent problem-solving abilities and a proactive approach to customer needs

✔️ Comfortable delivering product training and support—both written and verbal

✔️ Data-driven mindset with the ability to translate insights into actions

✔️ Experience working with Excel to analyze customer trends and metrics

✔️ Fluent English - a must!!

✔️ Ability to juggle multiple priorities and work in a fast-paced, dynamic environment

✔️ Experience working with US subsidiaries or international financial operations – a plus

✔️ Exposure to venture-backed startups, fundraising, and investor relations – a plus