Customer Success Manager
About The Position
At Nexus, we help organizations turn complex data into clear, actionable insight — so the hard work behind artificial intelligence, analytics, and cloud infrastructure doesn’t slow innovation down… it accelerates it. We’re a team of builders, problem-solvers, and collaborators who believe in moving fast, learning continuously, and doing great work together. Our role is to handle the heavy lifting of modern data platforms, governance, and cloud transformation so our clients can focus on making confident, strategic decisions that move their businesses forward. We’re proud of the culture we’re building across the U.S. and India — one rooted in curiosity, ownership, collaboration, and care — and we’re excited to keep growing with people who want to do meaningful work alongside genuinely great teammates. Nexus Cognitive is seeking a Senior Customer Success Manager to serve as the primary strategic partner for a portfolio of enterprise accounts. This role sits at the intersection of relationship management, product adoption, and revenue growth — ensuring customers realize measurable value from the Nexus platform and expanding our footprint within key accounts.
Requirements
- 5+ years in Customer Success, Account Management, or a related client-facing role, with at least 2 years working with enterprise SaaS accounts.
- Demonstrated track record of hitting net retention and expansion targets across a complex, technical product.
- Technical fluency to hold substantive conversations about data platforms, integrations, and AI workflows.
- Strong executive presence with experience leading QBRs and presenting to C-level stakeholders.
- Familiarity with CRM and CS tooling (e.g., Salesforce, Gainsight, Totango, or similar).
- Highly organized, able to manage multiple high-priority accounts simultaneously.
- Comfortable operating in a fast-moving environment where processes are still being built — a builder mindset is a strong plus.
Responsibilities
- Own a portfolio of enterprise accounts through the full post-sale lifecycle, from onboarding through renewal and expansion.
- Build deep relationships with executive sponsors and day-to-day champions, serving as a trusted advisor on platform strategy and roadmap alignment.
- Drive adoption and value realization by partnering with customers to define success metrics and track progress against them.
- Lead quarterly business reviews and executive-level check-ins, presenting usage trends, ROI evidence, and recommended next steps.
- Identify and develop expansion opportunities — upsells, cross-sells, and additional use cases — in collaboration with the Sales team.
- Serve as the internal voice of the customer, channeling product feedback and support trends to Product and Engineering.
- Coordinate with the India Support Hub and Senior L3 Engineer to ensure timely resolution of escalated technical issues affecting key accounts.
- Contribute to the development of onboarding playbooks, health scoring frameworks, and CS team processes as the function scales.
Benefits
- A collaborative team culture built on curiosity and respect
- Challenging work where your contributions clearly matter
- A leadership team that invests in learning and development
- The opportunity to work at the intersection of cloud, data, and AI innovation
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
