Customer Success Manager

Who We Are

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. Every day we process data for thousands of merchants and tens of millions of shoppers.

Using behavioral data, deep store integrations, machine learning, and automated workflows, the Nosto Commerce Experience Platform helps retailers deliver personalized commerce experiences at scale. We serve more than 64 billion personalized experiences annually, with traffic peaks reaching millions of requests per minute.

As a Customer Success Manager at Nosto, you’ll help solve one of the biggest challenges in retail today: delivering authentic, relevant shopping experiences that drive results. We believe in listening closely to customers and achieving big things by making steady progress every day.

About the Role

Nosto is looking to hire a Customer Success Manager to join our North American team and own a portfolio of SMB, midmarket accounts.

This is not a reactive support role. You’ll act as a trusted advisor and commercial partner, helping customers translate Nosto’s capabilities into measurable impact across revenue, conversion, and customer experience.

You’ll work cross-functionally with Sales, Product, and Technical teams to drive adoption, retention, and growth—while shaping how some of the most sophisticated e-commerce brands execute personalization.

Please note we are only considering applications from candidates based near Toronto, Canada.

Responsibilities - what are you going to do:

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

• Own the entire SMB and Mid-Market client lifecycle after onboarding, including training, retention, growth & satisfaction

• Engage a large portfolio of SMB and Mid-Market clients and build personal relationships with key people in the organizations

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

• Maintain high average NRR rate within personal portfolio of Mid-Market clients

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

• Deliver keynotes and webinars on different aspects of personalization

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

• Run effective Quarterly Business Reviews with your portfolio of SMB and Mid-Market clients.

Requirements - what we expect from you:

• 1 Year of Customer Success Experience either in a similar, junior or complementary role

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

• Deep understanding of Ecommerce, its ecosystem (e.g. Platforms), and drivers (e.g. Conversion rate optimisation)

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

• Ability to challenge clients assumption while maintaining absolute service-mindedness

• Ability to disseminate complex information in tangible and digestible ways

• Ability to own your book of business, including the ability to balance competing priorities and manage several time-sensitive issues with minimal direction in a fast-paced environment

• Fluent English

• Curiosity for emerging technology, AI, and retail trends

What we respect:

• An entrepreneurial personality: you will be part of the core team building something completely new and delivering it to exciting and innovative online businesses and brands

• Good understanding of HTML, CSS, Javascript

• Experience with Email marketing

• Understanding of Google analytics or any other web analytics tool

• Passion for emerging technology and/or retail

What we currently offer:

• Apple Device

• 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.