Customer Success Manager (US)

Nanonets•Palo Alto, CA

3d•Hybrid

About The Position

As 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.

Requirements

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 Haves

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

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