Customer Success Manager

## About Nutmeg Nutmeg builds AI-powered software for the travel and hospitality industry. Our suite helps activity providers, attractions, and hotels turn guest interactions into bookings and memorable experiences without adding headcount. We're an early-stage startup moving fast, and the people who do well here are the ones who like building the playbook rather than inheriting it. Our products include: - AI Guest Portal: a web-based portal that combines an interactive map, a concierge chatbot, and curated content so guests can explore and plan in one place. - Website AI Chatbot: an on-site assistant that helps visitors discover offerings and complete bookings directly. - AI Unified Inbox: a single workspace that handles email, chat, social channels, SMS, and phone calls with AI assistance, so teams never miss a guest message. ## The Role We're hiring our next Customer Success Manager to own relationships with customers across Hawaii and the U.S. mainland. You'll be the person our customers (activity providers, attractions, and hotels) count on to get real value from our AI products. That means onboarding them well, helping them adopt features, solving problems before they escalate, and turning happy customers into long-term partners and advocates. This is a high-ownership role at an early-stage company. You won't have a 40-page process manual; you'll help write it. We're looking for someone early in their career who is sharp, curious, and genuinely self-driven; someone who sees a messy startup environment as an opportunity rather than a problem. ## What You'll Do - Own a portfolio of accounts across Hawaii and the mainland, from onboarding through renewal. - Run product onboarding and training so customers get to value quickly with the AI Guest Portal, Website AI Chatbot, and AI Unified Inbox. - Be the trusted point of contact for your accounts: proactively checking in, answering questions, and removing roadblocks. - Drive adoption and identify expansion opportunities within existing accounts. - Monitor account health, flag risks early, and lead retention efforts. - Gather customer feedback and bring it back to our product and engineering teams to shape the roadmap. - Build the customer success playbooks, templates, and processes we'll scale with. ## What We're Looking For - A self-starter who takes initiative without waiting to be told what to do. - Strong communication and relationship-building skills; you're comfortable on a call, in an inbox, and in front of a customer. - Genuine curiosity about technology and a quick grasp of how software products work; comfort with AI tools is a plus. - Organized and reliable; you can juggle multiple accounts and time zones (Hawaii to the East Coast) without dropping the ball. - A problem-solver who stays calm and resourceful when things are ambiguous. - 3 years of experience in customer success, account management, support, sales, hospitality, or a related field, or a track record that shows you can do this even if your title hasn't said so. ## Nice to Have - Experience in travel, hospitality, tourism, or working with SMBs. - Exposure to SaaS or AI products. - Familiarity with the Hawaii market. ## Logistics - Location: San Francisco Bay Area, hybrid schedule. - Travel: Occasional travel to customers may be required. - Compensation: $70,000 – $90,000, depending on experience. If you're early in your career, hungry to learn, and excited to help shape how the travel industry uses AI we'd love to hear from you.