The Role
Manage B2B SaaS marketplace accounts from onboarding through retention and expansion. Build relationships with startup and SMB founders and executives, drive adoption of cloud and SaaS products, identify upsell opportunities, resolve customer issues, monitor account health, collaborate cross-functionally, and provide customer insights to improve products and experiences.
Summary Generated by Built In
As a Client Success Manager at Nuclei, you’ll play a key role in driving growth for our white-label SaaS marketplace — a platform that helps startups and SMBs unlock exclusive discounts on tools like AWS, Azure, GCP, and 50+ other SaaS products.
The ideal candidate will nurture strong B2B relationships, ensure high client satisfaction, and drive mutual growth by helping our startup and SMB clients successfully onboard, adopt, and expand their usage of our cloud and SaaS offerings.
We operate lean and move quickly, initiative, hustle, and clarity are valued more than titles or rigid processes.
Explore our product at https://bizdeals.gonuclei.com to get a feel for what we’re building.
What You Will Do:
End-to-End Account Ownership: Manage client accounts from seamless onboarding through long-term relationship management, engagement, retention, and account growth.
Stakeholder Management: Build and maintain strong relationships with founders, CXOs, and senior decision-makers across startup and SMB accounts.
Drive Adoption & Utilization: Ensure customers successfully adopt and actively utilize cloud and SaaS solutions, helping them unlock maximum value from the products they have purchased.
Account Growth & Expansion: Identify upsell and expansion opportunities within existing accounts by understanding evolving customer needs and recommending relevant solutions.
Customer Support & Problem Solving: Act as the primary point of contact for customer queries, working closely with internal teams to resolve issues quickly and ensure a smooth customer experience.
Cross-Functional Collaboration: Partner with internal teams including sales, operations, product, and vendor partnerships to ensure smooth onboarding, seamless service delivery, and strong ongoing account support.
Track Account Health: Monitor key customer metrics including product adoption, account engagement, usage patterns, retention indicators, and overall account growth while proactively driving improvements.
Trusted Advisor: Build strong long-term partnerships by understanding customer business goals and advising them on how to best leverage cloud and SaaS solutions for growth.
Customer Insights: Gather customer feedback, identify recurring pain points, and share market insights that help improve our product offerings and customer experience.
Who Should Apply?
Experience: 2 to 4 years of experience in client success, account management, customer success, or relationship management roles, preferably in SaaS, cloud sales, fintech, or startup-focused B2B businesses.
Relationship Builder: Proven ability to communicate effectively and build trust with founders, CXOs, and business decision-makers.
Industry Acumen: Strong business understanding with familiarity around SaaS products, cloud solutions, and the operational needs of startups and SMBs.
Commercial Mindset: Ability to identify account growth opportunities and think beyond support by helping customers expand their usage over time.
Work Style: A proactive self-starter who thrives in a dynamic, agile, and fast-paced environment.
Execution: Highly capable of working cross-functionally to coordinate delivery, resolve customer issues, and ensure a consistently strong customer experience.
Task
Bring a one-pager before our first conversation, sharing your ideas on how to build a great success function. What should we do, what should we avoid? You're welcome to use AI to brainstorm ideas, but the write-up itself should be in your own words, not AI-generated.
Skills Required
- 2 to 4 years of experience in client success, account management, customer success, or relationship management
- Experience preferably in SaaS, cloud sales, fintech, or startup-focused B2B businesses
- Ability to communicate effectively and build trust with founders, CXOs, and business decision-makers
- Business understanding and familiarity with SaaS products, cloud solutions, and startup and SMB operational needs
- Ability to identify account growth opportunities and support customer expansion
- Proactive self-starter comfortable in a dynamic, agile, fast-paced environment
- Ability to work cross-functionally to coordinate delivery and resolve customer issues
- Prepare a one-page proposal describing ideas for building a successful customer success function
Am I A Good Fit?
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The Company
What We Do
Nuclei is a fintech SaaS and ecosystem-platform company that helps banks and telecom firms turn digital channels into full-fledged marketplaces. Its plug-and-play platform and merchant-marketplace SDK let partners embed third-party services such as travel, hotel, flight, bus-booking, recharge, and other retail experiences inside banking or telecom apps. The company provides integrations, payment flows, and partner-enabled journeys to deepen customer engagement and capture retail spend.
