Customer Success Lead

About the role

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.

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).

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.

Skills

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, proact