Customer Success Manager (India)

About the role

As a Customer Success Manager at Nanonets, you will be a key driver in ensuring our clients derive maximum value from our AI-powered solutions. Your primary focus will be on onboarding new customers, supporting their ongoing usage, and fostering long-term relationships that promote retention and expansion. You will serve as a trusted advisor, helping clients navigate technical workflows and operational challenges, and ensuring they achieve their desired outcomes with Nanonets' platform. This role requires a proactive approach, excellent communication skills, and a deep understanding of customer needs, all within a fast-growing SaaS environment. You will collaborate closely with sales, product, and engineering teams to deliver a seamless customer experience and contribute to the overall success of the company.

Key facts

What you'll do

• Manage the operational health of customer workflows, ensuring they are running efficiently and effectively.
• Monitor customer usage data and adoption metrics regularly to identify potential issues or areas for improvement.
• Proactively reach out to clients to provide support, gather feedback, and ensure their satisfaction with Nanonets' solutions.
• Handle support escalations by coordinating with internal teams such as technical support, engineering, or product management to resolve issues swiftly.
• Conduct structured meetings with clients' operational teams, establishing clear agendas, discussing progress, and setting expectations for upcoming milestones.
• Document client requirements, workflow modifications, and feedback, and communicate these effectively to Product and Engineering teams for continuous improvement.
• Test workflows and outputs thoroughly before deployment to ensure accuracy, quality, and alignment with client expectations.
• Maintain daily and weekly communication channels with clients' operational teams to ensure ongoing support and alignment.
• Develop and share project timelines, using tools like Excel or Gantt charts, to keep clients informed about progress and upcoming deliverables.
• Assist the Account Manager in product demonstrations, especially before the Engagement Manager takes over, to help clients understand the platform's capabilities and potential for expansion.
• Identify risks to account health and communicate these to the Account Manager, along with opportunities for growth or upselling.
• Support clients in onboarding new features or workflows, ensuring a smooth transition and adoption.
• Collaborate with cross-functional teams to gather insights and improve customer success strategies.
• Contribute to the development of best practices, documentation, and training materials for clients and internal teams.
• Maintain a thorough understanding of Nanonets' product offerings, updates, and industry trends to better serve clients.
• Participate in regular team meetings to share insights, challenges, and success stories, fostering a collaborative environment.
• Track and report on key customer success metrics, providing insights to management for strategic decisions.
• Support clients in troubleshooting technical issues, liaising with engineering or support teams as needed.
• Ensure compliance with company policies and procedures, including data security and confidentiality standards.
• Maintain a customer-first mindset, always seeking to add value and strengthen client relationships.

Requirements

• 3 to 8 years of experience in Customer Success, preferably within a B2B SaaS or enterprise software environment.
• Proven ability to manage relationships with both operational and technical stakeholders across different levels of an organization.
• Strong verbal and written communication skills, capable of conveying complex technical information clearly and effectively.
• Demonstrated experience in handling support escalations and resolving client issues promptly.
• Ability to analyze data, usage metrics, and workflows to identify issues and recommend improvements.
• Experience working with cross-functional teams, including sales, product, and engineering, to deliver customer solutions.
• Familiarity with SaaS platforms, workflow automation, and customer success tools is a plus.
• Strong organizational skills with the ability to manage multiple accounts simultaneously.
• Self-motivated and proactive, with a passion for customer satisfaction and success.
• Ability to adapt quickly to changing priorities and work in a fast-paced environment.
• Knowledge of project management principles and tools.
• Fluency in English, both written and spoken.

Nice to have

• Experience in managing client relationships across diverse stakeholder groups, including technical and non-technical users.
• Demonstrated success in leading projects from initiation to completion, with measurable results.
• Excellent presentation skills, capable of conducting product demos and training sessions.
• Ability to influence and motivate clients and internal teams without direct authority.
• Familiarity with data analysis tools and techniques to interpret customer usage and success metrics.
• Knowledge of the AI or SaaS industry, particularly in workflow automation or document processing solutions.

Skills & tools

• Proficiency with customer success management platforms and analytics tools.
• Experience with project management software such as Excel, Gantt charts, or similar tools.
• Strong analytical skills to interpret data and inform customer strategies.
• Ability to create clear documentation, reports, and training materials.
• Familiarity with communication tools such as email, chat, and video conferencing platforms.
• Basic understanding of APIs, integrations, and workflow automation tools is advantageous.

Practical notes

• Applicants must be eligible to work in India.
• Benefits include a competitive salary, health insurance, and opportunities for professional development.
• The role is based on-site in Bengaluru, Karnataka, India, and requires working at the company's office location.
• Please submit your application by [insert application deadline].
• Candidates should be prepared for an interview process that may include technical assessments and multiple interview rounds.
• Nanonets is committed to fostering an inclusive environment and encourages candidates from diverse backgrounds to apply.
• For further questions or to submit your application, please contact our HR team through the provided channels.