Customer Success Manager

Nanonets is transforming the way businesses work. Our AI platform takes the manual, messy, time consuming work — that bog down industries like finance, healthcare, supply chain, and more — and turns them into seamless, automated processes. What once took hours of human effort now takes seconds with Nanonets. Our client footprint spans across 34% of Fortune 500 enabling businesses across various industries to unlock the potential of AI in automating their business processes. 

More than 10,000 businesses trust Nanonets because we don’t just promise efficiency — we deliver it with unmatched accuracy, seamless integrations.

In 2024, we raised a $29M Series B led by Accel with continued backing from Elevation Capital and YCombinator, fueling our mission to reshape entire industries through intelligent automation. With revenues tripling year over year and a rapidly scaling global team, we’re not just imagining the future of work — we’re building it.

Read about the release here:

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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; Manage Customer Expectations, Be Customers Voice for Internal Stakeholders. Your Primary KPI = Net Revenue Retention. (What is NRR? https://www.smartkarrot.com/resources/blog/net-revenue-retention/)

• Engage with customers immediately after contract closure and technical integration is completed.
• Be the strategic partner for the customer on all things Nanonets and automation. You will be their first point of contact for process improvement or automation needs.
• Understand customer requirements and clearly communicate them to the technical team.
• Identify and highlight any deviations from customer requirements to both the customer and internal teams.
• Write Product Requirement Documents (PRDs) for internal teams to work on.
• Ensure essential hygiene requirements (data availability, final output format, etc.) are met for activation.
• Be the Single Point of Contact (SPOC) for all daily/weekly communications with the customers.
• Plan with internal stakeholders and communicate clear timelines via Gantt charts, Excel documents, or presentations.
• Maintain and prioritize the backlog and enhancement requests across multiple customers.
• Ensure comprehensive end-to-end testing of workflows and outputs before releasing to the customer.

Need to Have:

• 3 years of stakeholder management experience (Sales, Consulting, Account Management).
• Excellent verbal and written communication skills.
• Strong conflict management and resolution skills.

Nice 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.

Hybrid role, (twice a week in our Palo Alto office), based in the Bay Area, CA. Your base salary will be determined based on your location, experience, and the pay of employees in similar positions. The base salary range is $110,000 - $140,0000 per year.

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