At Nixon Digital, we help organizations gain full control over their website privacy compliance. Our platform identifies how and where personal data is shared with third parties, often without valid user consent. We are looking for a Customer Success Manager who takes ownership of client programs, translates complex privacy findings into actionable improvements, and drives both impact and growth within our client base.
About the role
We're building out our Customer Success capability, and we're looking for someone to lead that build from the inside, hands-on. You'll start hands-on from day one: running client work while simultaneously shaping the processes that make that work repeatable. There's no separate "setup phase" and "run phase": you do both at once, from the start. This isn't a people-manager role. You won't have direct reports. But you'll be the anchor point for how CS operates: the person others follow because the process works, not because of a title.
We're a small team, and at this stage roles aren't rigidly defined. Everyone is building the company together, and this role will shift and sharpen as the company grows. There's a clear growth plan guiding where we're headed, and this role is a key part of getting us there, though the day-to-day shape of it will evolve as you build it. Privacy domain knowledge is a strong plus, not a requirement. We can teach the subject matter. The same goes for building a CS function from scratch: if you've done it before, great; if this would be your first time taking that step, that's fine too, as long as you're ready to learn fast while running things under real client pressure, in a team where nothing is handed to you fully formed.
You will:
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Start immediately as a hands-on operator: prepare and lead client sessions, keep programs moving, from week one
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In parallel, design the operational processes and cadences for Customer Success as you go (meeting structures, QBR formats, reporting, escalation paths), based on what actually works with real clients rather than in theory
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Own the QBR process end-to-end, from preparation to execution to follow-up, and make sure they consistently land well with clients
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Identify and qualify upsell and expansion opportunities within your portfolio, and hand off cleanly to Commerce
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Act as the link between Customer Success and Commerce, making sure signals flow both ways
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Bring structure where there is none yet, while never stepping back from the client work itself
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Help shape your own role over time, in line with the company's growth plan; this is a role that will keep evolving as you do
What you bring
Relevant experience
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Experience as a Customer Success Manager, Service Manager, or Project Manager. This can be a natural next step; you don't need to have built a CS function before
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If you have experience setting up or maturing a CS function or playbook, that's a strong plus, though not a prerequisite
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Comfortable working without a rulebook: you'll build one as you go
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Ability to lead operationally without formal authority: you get buy-in through clarity and consistency, not hierarchy
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Comfortable with ambiguity and shifting scope, since you're joining a small team where roles are still taking shape
Client and commercial skill
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Experience running QBRs or equivalent senior client sessions that clients actually value
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A natural instinct for spotting expansion opportunities and translating them into commercial conversations
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Comfortable liaising with Sales/Commerce as a peer, not a bystander
Domain knowledge (nice to have, not required)
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Familiarity with privacy, compliance, or technical SaaS environments is a plus
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Willingness and ability to get up to speed on privacy fundamentals if you don't already have them
Working style
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Structured, proactive, allergic to loose ends
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Energized by building something from scratch rather than maintaining it
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Comfortable being hands-on with individual clients while simultaneously building the system for the whole team
What success looks like
Six to twelve months in, Customer Success at Nixon Digital runs on a process someone else could pick up and follow, built by doing the work rather than planned in advance. QBRs are consistent and clients notice. Commerce gets clean, timely signals on expansion. And your own role has grown and sharpened alongside the company, in step with where we're headed next.
