Staff Customer Success Manager

Our Customer Success team owns the end-to-end client experience, from initial integration through enterprise adoption and expansion. It is a small team, and this role does two jobs at once: running your own enterprise accounts, and mentoring the CSMs around you. You work closely with Sales, Solutions, Engineering, and executive leadership, and you are the primary voice of the customer internally, including on where the platform goes next. As part of a lean and high-impact team, you will directly manage a portfolio of 10-15 strategic enterprise accounts, guiding them through both initial onboarding and long-term customer success.

• Retention and expansion across your accounts. That starts at onboarding, overseeing complex implementations alongside our Solutions Engineers and Architects, including vector pipeline setup into existing customer infrastructure, and runs through renewals, upsells, and SOWs with Sales.
• The standard of work across the CS team. Coaching and mentoring the CSMs, and owning the playbooks, health-score frameworks, and retention strategies they run on. The function has to scale as the company grows.
• Executive relationships at your accounts. C-level sponsors, VP-level data owners, and AI steering committees, aligned on business value and ROI. You run the Executive Business Reviews and technical workshops.
• What happens when things go wrong. You are the escalation point for critical issues, technical roadblocks, and at-risk accounts, pulling in engineering and leadership and keeping it calm.

AI tooling is part of the job here, not a side interest. Customer communication, health tracking, and account reporting are all places we expect you to use it.

Ninety days : You will have fully onboarded your initial pod of strategic enterprise accounts, audited and leveled up our CS playbooks. You will have joined key customer calls to assess health across your 10–15 enterprise accounts, identified the next set of strategic and tactical deliverables for each, and established clear coaching cadence and updated playbooks for the team.

Because Nexla’s enterprise platform bridges deep data engineering (ETL/ELT, APIs, streaming) with cutting-edge AI architectures (agentic workflows, RAG, and MCP servers), the core tension in this role is balancing technical execution with high-level value creation.

• 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 where you acted as a bridge between business teams and engineering.
• Experience establishing or scaling early-stage Customer Success frameworks (e.g., building 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.
• You have led, mentored, or managed team members and driven team-wide KPIs.
• You have built, negotiated, and held relationships with C-suite and senior enterprise stakeholders.
• You have run high-stakes escalations and de-escalated risk inside 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.
• You use AI tools in your actual work and can say specifically where they help and where they mislead you.

• You carry your own accounts while raising the standard of the people around you.
• You challenge the status quo rather than inherit it. The playbooks here are yours to rewrite.
• You are comfortable in a high-stakes executive conversation and in a technical one about pipeline architecture, often on the same day.
• You can hold a lot of cross-functional threads at once and still hit the dates you committed to.

• Hiring Manager - VP Of Customer Success - Customer Engagement, Team and culture fit  
• Lead Solutions Architect - Technical understanding 
• CRO - Revenue understanding, cross selling & upselling, collaboration with Sales & PreSales
• Group Presentation - Lead a discovery, escalation or kickoff call with Stakeholders

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