Senior / Team Lead Customer Success Manager
Nexla (company site, opens in a new tab)12+ yrsBengaluruOn-siteDirect career pageEst. 30–48 LPA
Posted on 10 Sept
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Job description
Structured overview of role & requirements
About This Role
- Manage and retain a portfolio of 10-15 strategic enterprise accounts, overseeing onboarding, renewals, upsells, and complex implementations involving data engineering and AI technologies.
- Lead, mentor, and coach Customer Success Managers, owning the development and scaling of Customer Success playbooks, health-score frameworks, and retention strategies.
- Act as primary escalation point for critical account issues and maintain executive relationships (C-level/VP level) to drive business value and align on platform direction.
Minimum Requirements
- 12+ years experience in customer success management, engagement management, technical delivery, professional services, or sales engineering in B2B SaaS.
- Technical expertise in data operations and data engineering pipelines (ETL/ELT) and modern AI technologies (GenAI, RAG, vector databases, LLM data flows).
- Proven experience building/scaling Customer Success frameworks and leading teams with measurable KPIs.
- Location: Bengaluru, India (hybrid requiring 2 days in office weekly).
Ideal Candidate Profile
- Experienced in balancing deep technical knowledge of data engineering and AI with high-level customer value creation and executive business management.
- Comfortable handling multiple complex cross-functional activities simultaneously, including executive and technical conversations.
- Proven ability to lead from the front by carrying own accounts while raising team standards and rewriting Customer Success playbooks.