Senior Customer Success Manager

Who are we?

At Nosto, we’re on a mission to make every impression relevant. We’re a global leader in the booming e-commerce space and work with amazing customers.

Nosto is redefining the digital storefront by blending machine learning with agentic AI workflows that proactively drive results. Our platform makes it easy for retailers to orchestrate sophisticated, hyper-personalized experiences that think and act on behalf of the brand. Joining us as a Senior Customer Success Manager means helping retailers harness autonomous AI to deliver relevance at every touchpoint. We proudly foster a positive, diverse and supportive culture. We believe in always listening to our customers and achieving big things by accomplishing something small every day.

About the opportunity

Nosto is looking to hire a Senior Customer Success Manager to be part of the commercial team in the EMEA & APAC region.

As a Senior Customer Success Manager, you will liaise with Sales, Partnerships, Regional Marketing and the Product Team – guaranteeing the growing international Nosto clientele a professional experience with Nosto and maintaining Nosto’s position as the global leader in personalization.

You will work closely with merchants using Nosto throughout their implementation, offering strategy and best practice guidelines. You act as a consultant to the merchant, making sure best practices are followed. This includes hosting webinars on Nosto and CRO, producing material on personalization and product improvement projects and providing strategic support for merchants & agencies.

Responsibilities - what are you going to do:

• Empower our customers to reach their goals using Nosto’s Personalization Platform, Visual UGC, data-based strategy suggestions, and our partner network

• Own the entire customer lifecycle after onboarding, including training, retention, growth & satisfaction

• Engage a portfolio of clients and build personal relationships with key people in the organizations

• Identify and act on win-win opportunities for additional client investments

• Relay valuable feedback and insights from the market to the product team

• Deliver keynotes and webinars on different aspects of personalization

• Improve both customer-facing and internal processes

• Create customer heroes & advocates, and work proactively with marketing to tell their story

Requirements - what we expect from you:

• 3-5 years of experience in a customer experience facing role

• Deep understanding of E-commerce, its ecosystem (e.g. Platforms), and drivers (e.g. Conversion rate optimization)

• Combination of an analytical mindset (distilling big challenges into core components) coupled with a creative spirit (seeing multiple possible solutions)

• Excellent communication skills: active listening, persuasive writing, and presenting

• Ability to challenge clients' assumptions while maintaining absolute service-mindedness

• Ability to balance competing priorities and manage several time-sensitive issues with minimal direction in a fast-paced environment

• Fluent English & French

What we respect:

• Prior experience with SaaS or ecommerce in a related role

• Fluent in German

• Good understanding of HTML, CSS, and Javascript

• Experience with Email marketing & Visual UGC

• Understanding of Google Analytics or any other web analytics tool

What we currently offer:

• Apple Device

• Centrally located offices with flexible working hours and remote working options

• Opportunities to meet and collaborate with awesome team members from all over the world

• An extra day off on your birthday!

• About five weeks of vacation and other benefits depending on the location

Nosto Supports Workplace Diversity

We are committed to Equal Employment opportunities without regard for race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status. If you have a disability or special need that requires accommodation, please let us know.