{"id":4276682,"url":"https://alion.io/job/nesto-software-customer-success-manager-mfd","title":"Customer Success Manager (m/f/d)","company":{"id":2462708,"name":"Nesto Software","domain":"nesto-software.com","url":"https://alion.io/company/nesto-software-com","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Personio","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-11T15:50:36Z","employer_posted_date":"2026-11-11","last_verified_at":"2026-11-13T19:11:28Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Why Nesto - why now?\nNesto 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\nYou 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.\nYou 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.\nYou 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.\nYou 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.\nYou identify risks and opportunities proactively by monitoring engagement and customer context, acting before a ticket, escalation or scheduled check-in is required.\nYoutake end-to-end ownership of customeroutcomes by followingissuesthrough to resolution, coordinating and escalatinginternallywhenneeded, and keepingcustomersinformedratherthantreating a hand-off or an email as completion.\nYour background that sets you apart\nEssential requirements:You have managed a portfolio of B2B customers directly and can explain how you built relationships, drove adoption or improved measurable customer outcomes.\nYou 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.\nYou develop detailed product knowledge proactively by investigating how features work, asking informed questions and applying that knowledge to real customer situations.\nYou 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.\nYou use customer data and qualitative feedback to recognise usage patterns, identify risk and make sound recommendations.\nYou can lead clear, confident customer conversations with operational users and senior stakeholders, adapting tone and detail and resetting expectations when needed.\nYou 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.\nYou are fluent in English and can communicate with clarity and confidence in writing and in customer meetings.\nOptional advantages:You have supported customers with complex account structures such as franchise models, multi-site businesses, parent and sub-accounts or comparable setups.\nYou have supported customers in hospitality, restaurant operations, workforce management, HR technology or payroll-related software.\nYou have worked with a SaaS product that serves operational or frontline teams.\nYou have contributed customer evidence to product discovery or roadmap decisions.\nYou have Italian language skills.\nWe are successful in the first year if we have…\nYou established trusted, valuable working relationships with the relevant stakeholders across your assigned mid-market and/or enterprise portfolio.\nYou 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.\nYou created and maintained clear success plans for priority customers, linking their operational goals to adoption of relevant Nesto workflows.\nYou maintained a proactive contact rhythm for your actively managed accounts, identifying risks and opportunities before customers needed to raise them.\nYou improved visibility of account health by documenting engagement, risks, actions and ownership consistently and escalating material risks with sound judgement.\nYou resolved customer issues end to end by bringing together the right internal colleagues, following through on agreed actions and keeping customers informed until completion.\nWhat this role is NOT\nYou are not responsible for defining the overall Customer Success operating model; this role contributes customer evidence while owning its own portfolio.\nYou are not responsible for closing new-logo sales or replacing the Sales team’s ownership of new customer acquisition.\nYou are not an on-call support function for every customer request; you coordinate the right response while retaining ownership of the customer relationship.\nYou are not expected to solve product, implementation or technical issues alone; you bring the right teams together and keep the customer outcome moving.\nYou’re in the right place if...\nYou are curious about how the product works and keep asking questions until you can give customers practical, accurate guidance.\nYou prefer to make commitments, ownership and progress visible rather than relying on vague status updates.\nYou read beyond the surface of a customer request and use the wider context to understand what will genuinely help the customer.\nYou balance customer advocacy with clear, realistic communication about what is possible, what needs escalation and when customers can expect an update.\nYou seek input early, share context openly and collaborate across functions to resolve customer problems without letting hand-offs stall progress.\nOur Benefits\nAt Nesto, you help decide when and where you work. Whether from home, on a workation, or in the office, you plan your time flexibly.\nWith our trust-based vacation policy, you manage your time off on your own responsibility.\nWith Learnlight, we offer language courses in German and English so you can build your language skills in a targeted way.\nWith kaer, we support your workplace health.\nThe new office features table tennis and a massage chair, as well as coffee and free drinks.\nFun is not left out either: from the Christmas party to celebrating our successes together at team events.","description_format":"text","description_chars":6658,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Italian","level":"All levels","optional":true},{"language":"German","level":"All levels","optional":true},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["HR & Payroll Software","Scheduling & Booking Software"],"lifecycle":[{"event":"open","at":"2026-11-13T19:11:28Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":2,"expected_fill_days":34,"reasons":["conf:1","win:early","comp:junior"],"computed_at":"2026-11-13T20:33:28Z"},"pay":null,"html_url":"https://alion.io/job/nesto-software-customer-success-manager-mfd","json_url":"https://alion.io/job/nesto-software-customer-success-manager-mfd.json","meta":{"generated_at":"2026-11-13T20:33:28Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":40970,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2462708},"rest":"https://alion.io/mcp/rest/get_company?id=2462708"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fnesto-software-customer-success-manager-mfd"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fnesto-software-customer-success-manager-mfd"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fnesto-software-customer-success-manager-mfd"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/nesto-software-customer-success-manager-mfd\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fnesto-software-customer-success-manager-mfd"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4276682}},{"tool":"search_jobs","arguments":{"company":"nesto-software.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4276682},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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