Customer Success Manager

Company Overview

At Nexus Cognitive, we're revolutionizing how businesses harness the power of data and AI. Backed by Insight Partners and doubling revenue year-over-year, we're helping organizations transform complex data into clear, strategic insights that fuel innovation, streamline operations, and unlock new growth opportunities.

Our team of 100+ professionals across the U.S. and India brings clarity to complexity through deep expertise in data integration, analytics, governance, and security. We take on the heavy lifting?so our clients can stay focused on what matters most: strategic growth and competitive edge.

Role Overview

As a Customer Success Manager (CSM) at Nexus Cognitive, you'll be responsible for driving long-term customer success, adoption, and expansion. You will serve as a strategic advisor to our customers?deeply embedded in their business goals and relentlessly focused on delivering outcomes that drive retention and growth.

You'll partner cross-functionally with Engineering, Product, Services, and Sales to ensure a seamless experience across the customer lifecycle. You're someone who thrives at the intersection of data, strategy, and relationships?comfortable operating in a fast-paced, results-driven environment.

What You'll Do

• Serve as the trusted advisor for a portfolio of strategic customers, deeply understanding their goals and aligning Nexus solutions to deliver measurable outcomes.
• Lead seamless onboarding and enablement processes to accelerate time-to-value and ensure key adoption milestones are achieved (e.g., data flowing, dashboards live, use case in production).
• Own the end-to-end success plan, from kickoff through adoption, expansion, and renewal.
• Monitor and manage Customer Health Scores, synthesizing usage trends, sentiment, support activity, and milestone achievement to predict risk or opportunity.
• Lead Executive Business Reviews (EBRs) and QBRs, with a goal of 100% completion across your assigned book each quarter.
• Track and improve CSAT/NPS through structured feedback following key touchpoints.
• Actively identify expansion opportunities and collaborate with Sales to drive growth through upsells, cross-sells, and new use case adoption.
• Influence and improve Net Revenue Retention (NRR) across your accounts by supporting renewals and contributing to expansion.
• Manage escalations with urgency and empathy, aligning internal resources to ensure timely and positive resolution.
• Champion customer feedback internally to inform product direction, service improvements, and roadmap prioritization.

Metrics You'll Own

• Your success will be measured through a blend of outcome- and relationship-focused KPIs.
• Net Revenue Retention (NRR): Target =110% through retention + expansion (in partnership with Sales).
• Customer Health Score: Proactively manage signals of risk/opportunity across your assigned portfolio.
• Adoption Milestones: Ensure product implementation and success checkpoints are completed on time.
• QBR Completion Rate: Maintain a quarterly cadence with 100% of assigned accounts.
• Expansion Opportunity Identification: Surface $-value growth potential; contribute to joint planning with Sales.
• Revenue Retention: Drive high renewal rates across accounts.
• CSAT / NPS Scores: Deliver excellent service and relationship management as reflected in feedback data.

Requirements

We'd Love to Hear From You If You Have

• 5+ years of experience in Customer Success, Technical Account Management, or Professional Services.
• Strong background in enterprise data platforms, analytics, AI/ML, or cloud-native technologies.
• Proven ability to work with both technical users (e.g., data engineers) and business stakeholders (e.g., CIOs, line-of-business execs).
• Experience managing customer lifecycles in B2B SaaS, data, or consulting environments.
• Excellent communication, presentation, and stakeholder management skills.
• A proactive, ownership-driven mindset and comfort in high-growth, ambiguous environments.
• Experience managing Customer Success Tools.
• This role requires extensive travel to customer locations. A minimum of 50% travel is required.

Why Nexus Cognitive

At Nexus Cognitive, you'll be stepping into a youthful and vibrant work culture. Our environment thrives on teamwork, creativity, and a shared ambition to redefine what's possible. Our team is our greatest asset, and we are deeply committed to fostering a collaborative, supportive, and dynamic atmosphere where every voice is valued and every team member can flourish.

We understand that our success hinges not just on the quality of our work but also on the well-being of our team members. That's why we've crafted a comprehensive benefits package designed to support you not just at work but in all facets of life.

Here's a snapshot of just some of the benefits you can expect when joining our dynamic team:

Competitive salary

Company-matched 401(k) contributions

Unlimited PTO

Comprehensive Medical, Dental, and Vision Insurance

Life and Disability Insurance

Short-Term and Long-Term Disability Insurance