Customer Success Manager
Nexus Cognitive Technologies•Atlanta, GA
•Remote
About The Position
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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
