Customer Success Manager (m/f/d)

Hybrid

Full-time

Permanent employee

Why Nesto - why now?

Nesto builds AI-powered workforce-management software for hospitality. We help restaurant teams plan shifts, manage employees, record working time and prepare payroll, so operators can spend less time on administration and more time running great teams. In this hybrid role, you will directly manage a book of mid-market and enterprise customers and take day-to-day responsibility for the quality of those relationships and the value customers realise from Nesto. You will work closely with customers and internal teams in a transparent, responsible and collaborative way, using customer evidence to improve outcomes over time.

Your responsibilities at Nesto

You own a defined book of mid-market and/or enterprise customers and take day-to-day responsibility for the health, quality and progress of each relationship.
You become a genuine Nesto product expert by continuously deepening your understanding of how features work, why they work that way and how they support customer workflows across shift planning, employee management, time recording and payroll preparation.
You lead valuable, helpful customer communications by explaining the right level of detail with clarity and confidence, adapting your message to operational users and executive management.
You drive customer adoption and value realisation by understanding each customer’s goals, operational workflows and unstated needs, then translating them into practical success plans and next steps.
You identify risks and opportunities proactively by monitoring engagement and customer context, acting before a ticket, escalation or scheduled check-in is required.
Youtake end-to-end ownership of customeroutcomes by followingissuesthrough to resolution, coordinating and escalatinginternallywhenneeded, and keepingcustomersinformedratherthantreating a hand-off or an email as completion.

Your background that sets you apart

Essential requirements:

You have managed a portfolio of B2B customers directly and can explain how you built relationships, drove adoption or improved measurable customer outcomes.
You have at least 2 years' experience in a SaaS environment/CS role and can navigate customer relationships with multiple stakeholders, competing priorities and longer decision-making processes.
You develop detailed product knowledge proactively by investigating how features work, asking informed questions and applying that knowledge to real customer situations.
You can translate customer goals and signals into practical success plans with clear actions, ownership and follow-up, including when needs have not been stated explicitly.
You use customer data and qualitative feedback to recognise usage patterns, identify risk and make sound recommendations.
You can lead clear, confident customer conversations with operational users and senior stakeholders, adapting tone and detail and resetting expectations when needed.
You take end-to-end ownership of customer issues by coordinating across teams, following through until resolution and escalating with sound judgement when the right support is needed.
You are fluent in English and can communicate with clarity and confidence in writing and in customer meetings.

Optional advantages:

You have supported customers with complex account structures such as franchise models, multi-site businesses, parent and sub-accounts or comparable setups.
You have supported customers in hospitality, restaurant operations, workforce management, HR technology or payroll-related software.
You have worked with a SaaS product that serves operational or frontline teams.
You have contributed customer evidence to product discovery or roadmap decisions.
You have Italian language skills.

We are successful in the first year if we have…

You established trusted, valuable working relationships with the relevant stakeholders across your assigned mid-market and/or enterprise portfolio.
You built detailed product expertise and applied it to give customers accurate, practical guidance beyond surface-level answers, and can spot expansion/upsell opportunities in your customer portfolio.
You created and maintained clear success plans for priority customers, linking their operational goals to adoption of relevant Nesto workflows.
You maintained a proactive contact rhythm for your actively managed accounts, identifying risks and opportunities before customers needed to raise them.
You improved visibility of account health by documenting engagement, risks, actions and ownership consistently and escalating material risks with sound judgement.
You resolved customer issues end to end by bringing together the right internal colleagues, following through on agreed actions and keeping customers informed until completion.

What this role is NOT

You are not responsible for defining the overall Customer Success operating model; this role contributes customer evidence while owning its own portfolio.
You are not responsible for closing new-logo sales or replacing the Sales team’s ownership of new customer acquisition.
You are not an on-call support function for every customer request; you coordinate the right response while retaining ownership of the customer relationship.
You are not expected to solve product, implementation or technical issues alone; you bring the right teams together and keep the customer outcome moving.

You’re in the right place if...

You are curious about how the product works and keep asking questions until you can give customers practical, accurate guidance.
You prefer to make commitments, ownership and progress visible rather than relying on vague status updates.
You read beyond the surface of a customer request and use the wider context to understand what will genuinely help the customer.
You balance customer advocacy with clear, realistic communication about what is possible, what needs escalation and when customers can expect an update.
You seek input early, share context openly and collaborate across functions to resolve customer problems without letting hand-offs stall progress.

Our Benefits

At Nesto, you help decide when and where you work. Whether from home, on a workation, or in the office, you plan your time flexibly.
With our trust-based vacation policy, you manage your time off on your own responsibility.
With Learnlight, we offer language courses in German and English so you can build your language skills in a targeted way.
With kaer, we support your workplace health.
The new office features table tennis and a massage chair, as well as coffee and free drinks.
Fun is not left out either: from the Christmas party to celebrating our successes together at team events.

About us

We build software that changes hospitality. Together with Nesto, we are bringing back the most valuable things: time for real relationships, for guests, for colleagues and for good moments. We also live this way at Nesto and are looking for passionate and motivated team members who are happy to take on responsibility.