Customer Success Manager

About Nexus

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.

Key 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.

Qualifications

• 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.

Success Criteria

• Net Revenue Retention (NRR): Maintain or exceed company targets across managed accounts within the first two quarters.

• Customer Health: Establish health scores for the full portfolio within 60 days and develop remediation plans for any at-risk accounts.

• Time to Value: Reduce average time-to-first-value for new accounts by partnering closely with onboarding and implementation teams.

• Expansion Pipeline: Identify and qualify at least two upsell or expansion opportunities per quarter in collaboration with Sales.

• CSAT / NPS: Maintain satisfaction scores at or above company benchmarks across all managed accounts.

• Internal Contribution: Deliver at least one reusable asset (playbook, template, or process doc) per quarter that improves CS team effectiveness.

Why You’ll Love Working at Nexus

At Nexus, we value people who want to grow — and support each other while doing so.

You can expect:

• 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

Ready to Apply?

If this role sounds like a great fit — or even close to one — we’d love to hear from you. We know that no candidate checks every single box, and we’re excited to meet people who bring curiosity, talent, and a desire to build meaningful work together.