Customer Success Manager (India)

About Us:

Nanonets agents are built for complex business processes. Ranked #1 in understanding unstructured data and applying business rules in processes like accounts payable, order management, and supply chain.Nanonets agents handle the exceptions other tools miss, reducing processing time by 94% and delivering clean data to SAP, Salesforce, or any system of record. That's why global enterprises reach for Nanonets when workflows are complex and accuracy is non-negotiable.

Learn more about us here:

Youtube

Hugging Face

Nanonets Research

About the Role

A Customer Success Manager at Nanonets guides customers through the entire journey, from initial implementation to advanced use cases. They act as a beacon in supporting customers' long-term success and maximizing the impact of their Nanonets investment. By leveraging your expertise, you'll partner with customers to overcome challenges, unlock early and sustained outcomes, and drive value realization through proactive engagement and best practices.

What will you do ?

TLDR - Own workflow health and adoption for your book of business. Be the customer's day-to-day operational partner and the first line of defense against churn risk. Your work directly drives Net Revenue Retention, but the commercial motion (pricing, expansion, renewal) sits with the Account Manager.

Primary KPI - Account health and workflow adoption within your book of business, which directly influence Net Revenue Retention.

Core Responsibilities:

Own the health and operational effectiveness of the current workflow and end user team for assigned accounts

Monitor usage, adoption, and consumption data; proactively flag adoption gaps before they become risk

Manage support escalations and drive timely resolution across internal teams

Run structured operational cadences with the customer's team, with clear agendas and next steps

Proactively surface account health risks and expansion signals to the Account Manager

Document customer requirements and workflow deviations, and route them to Product/Engineering with clear context (not full PRD ownership)

Ensure comprehensive end-to-end testing of workflows and outputs before releasing changes to the customer

Lead daily/weekly operational communications with the customer's operational team

Plan and communicate clear timelines via Gantt charts, Excel documents, or presentations

Support the Account Manager on expansion conversations as the first product/demo resource before Engagement Manager involvement

Need to Have:

3-8 years of Customer Success experience, ideally in a B2B SaaS or enterprise software environment

Strong stakeholder management experience across operational and technical teams

Excellent verbal and written communication skills

Strong conflict management and resolution skills

Good to Have:

Ability to manage and nurture relationships with diverse stakeholders

Proven track record of leading and delivering successful projects

Exceptional verbal and written communication skills, with the ability to engage both technical and non-technical audiences

Ability to influence and empower teams and customers, even without direct authority