The RoleAs a Customer Success Manager at Nanonets, you are the operational owner of your accounts. You ensure every customer gets full value from their Nanonets deployment - from the moment they go live through every workflow they run.
This is not a passive relationship management role. You are expected to drive adoption, surface expansion opportunities, flag risk early, and act as a trusted advisor to the operational teams you work with day to day. Your success is measured by whether your customers grow, stay, and evangelize.
You will work closely with your Account Manager counterpart - who owns the commercial relationship - as an equal partner. The AM calls the plays; you run them on the ground.
Your primary metric is Net Revenue Retention (NRR). Everything you do should tie back to whether your accounts are healthy, growing, and renewing.
We are growing fast and building a world-class post-sales team in the US to support our expanding enterprise customer base.
Role and Responsibilities Drive customer success and adoption- Own the health and operational effectiveness of your book of accounts from go-live forward
- Ensure every end user is fully onboarded, trained, and actively using the product
- Monitor usage and adoption metrics - flag anything that looks off before it becomes a problem
- Run regular working-level meetings with the customer's operational team, always with an agenda and a clear purpose
Be the customer's operational partner- Serve as the primary day-to-day contact for workflow health, product questions, and operational issues
- Understand your customers' business processes deeply enough to proactively suggest improvements
- Communicate customer requirements clearly to internal teams and hold both sides accountable to timelines and outcomes
- Surface any deviation from expectations - to the customer and internally - early and directly
Drive expansion and retention- Identify and surface expansion signals to your AM - new use cases, new teams, new workflows, new stakeholders
- Support your AM on product conversations and demos when expansion opportunities arise - you are the first line of product depth before additional resources are brought in
- Compile and deliver a comprehensive renewal health narrative to your AM at 5 months before renewal - covering adoption, usage, wins, open risks, and end user sentiment
- Address operational risks before they reach the renewal conversation
Operate with internal teams- Sync with your AM weekly or bi-weekly - bring account intel, health updates, expansion signals, and anything that needs alignment
- Submit Product Engineer requests via Linear when technical complexity exceeds your capability
- Maintain accurate account notes and health data so the full pod always has a clear picture
Requirements and Skills - 3+ years in a customer-facing role - Customer Success, Account Management, Consulting, or similar
- Comfortable operating at a technical level - you don't need to be an engineer, but you need to understand how software integrations work, ask the right technical questions, and credibly represent customer requirements to an engineering or product team
- Proven ability to manage multiple enterprise accounts simultaneously without losing depth on any of them
- Strong communicator - you can translate between technical and non-technical audiences clearly and confidently
- Excellent at managing expectations, surfacing problems early, and navigating difficult conversations without flinching
- Self-directed and organized - you run your accounts proactively, not reactively
Nice to have- Experience with document-heavy workflows - AP, procurement, logistics, finance operations
- Familiarity with ERP systems (SAP, NetSuite, Oracle, Coupa, Dynamics)
- Background in SaaS with a workflow automation or AI-adjacent product
- Experience working in a pod model alongside an Account Manager or AE
Additional Information
Hybrid role, (twice a week in our Palo Alto office), based in the Bay Area, CA. Your base salary will be determined based on your location, experience, and the pay of employees in similar positions. The base salary range is $130k - $170k per year.
