Staff Customer Success Manager

Overview

Staff Customer Success Manager on Nexla's small Customer Success team, owning retention and expansion across 10-15 strategic enterprise accounts while mentoring the CSMs around you.

What you'll do

• Own retention and expansion across your accounts, from onboarding through renewals, upsells and SOWs with Sales.
• Oversee complex implementations alongside Solutions Engineers and Architects, including vector pipeline setup into existing customer infrastructure.
• Coach and mentor CSMs, and own the playbooks, health-score frameworks and retention strategies they run on.
• Build and maintain executive relationships with C-level sponsors, VP-level data owners and AI steering committees, aligned on business value and ROI.
• Run Executive Business Reviews and technical workshops.
• Act as the escalation point for critical issues, technical roadblocks and at-risk accounts, pulling in engineering and leadership.
• Use AI tools in customer communication, health tracking and account reporting.

What you'll need

• 12+ years in customer success management, engagement management, technical delivery, professional services or sales engineering, in B2B SaaS.
• Background in solutions engineering, sales engineering or technical consulting, bridging business teams and engineering.
• Experience establishing or scaling early-stage Customer Success frameworks (playbook templates, health-score scoring systems or churn-risk matrixes).
• Track record of identifying expansion opportunities (upsells/cross-sells) and collaborating closely with Account Executives/Sales to close them.
• Experience leading, mentoring or managing team members and driving team-wide KPIs.
• Experience building, negotiating and holding relationships with C-suite and senior enterprise stakeholders.
• Experience running high-stakes escalations and de-escalating risk in complex enterprise dynamics.
• Real technical depth in data operations and data engineering pipelines (ETL and ELT), plus modern AI paradigms: GenAI, retrieval-augmented generation, vector databases and LLM data flows.
• Use AI tools in your actual work and can say specifically where they help and where they mislead.

Details

• Location: Bengaluru, India.
• Hybrid, 2 days a week in office.
• Working hours include early hours of US West Coast coverage.
• Compensation includes base salary, bonus and equity, set by depth and experience rather than title.