Customer Success & Support Manager - Nomic (New York, NY)
About Nomic
Nomic is the domain-specific AI platform for the AEC industry, enabling firms to automate drawing review, code compliance, submittal review, and project research—connecting directly to existing data infrastructure without requiring migrations. We’re growing fast across self-serve, mid-market, and enterprise segments, and this role ensures every customer gets fast, high-quality support and the ongoing success that keeps them on the platform.
The Role
We are hiring a Customer Success & Support Manager to own two connected functions: day-to-day support across all customer segments, and scaled success coverage for self-serve and mid-market accounts.
You’re the first line of response on support - triaging the queue, resolving what you can directly, and routing what requires engineering or onboarding involvement. On the success side, you own the SMB segment outright and serve as the point of contact for mid-market accounts, with support from the full Revenue Team - Marketing, Sales, Onboarding and Enterprise Success on implementation and escalations. You’ll have a knowledge base and RevOps-managed tooling to help facilitate account growth and development.
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What You’ll Do
Customer Support
Own the support queue: triage all incoming requests, assess urgency, and ensure every ticket receives an accurate first response within SLA
Resolve Tier 1 issues directly; escalate to Engineering or Onboarding with clear context and maintain customer communication throughout
