SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Nexla is an AI-native data integration platform trusted by enterprises like DoorDash, LinkedIn, and Johnson & Johnson. The platform bridges data engineering (ETL/ELT, APIs, streaming) with modern AI architectures (agentic workflows, RAG, vector databases).
This role combines two responsibilities: managing a portfolio of 10–15 strategic enterprise accounts end-to-end (from onboarding through expansion and renewal), while simultaneously leading, mentoring, and coaching the broader Customer Success team. You will be the primary internal voice of the customer, influencing product direction and strategy.
Key Responsibilities:
- Own retention and expansion across your account portfolio, overseeing complex implementations alongside Solutions Engineers and Architects, including vector pipeline setup and infrastructure integration. Drive renewals, upsells, and Statements of Work with Sales.
- Establish and scale Customer Success frameworks: build and refine playbooks, health-score systems, and retention strategies that the team executes. Own the standard of work as the function scales.
- Manage executive relationships at C-level and VP-level, running Executive Business Reviews and technical workshops aligned on business value and ROI.
- Serve as the escalation point for critical issues, technical roadblocks, and at-risk accounts. Pull in engineering and leadership to resolve and de-escalate.
- Integrate AI tooling into customer communication, health tracking, and account reporting as a core part of the job.
Within 90 days, you will have onboarded your initial pod of strategic accounts, audited and leveled up CS playbooks, assessed health across your 10–15 enterprise accounts, identified strategic and tactical deliverables for each, and established a clear coaching cadence and updated playbooks for the team.
The core tension in this role is balancing technical execution with high-level value creation in a complex enterprise environment.
Workplace: Bengaluru, hybrid (2 days per week in office). Compensation includes base salary and equity, calibrated by depth and experience. Previous version of this role required US West Coast coverage.
REQUIREMENTS:
- 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 bridged business teams and engineering.
- Experience establishing or scaling early-stage Customer Success frameworks (playbook templates, health-score systems, churn-risk matrices).
- Track record of identifying expansion opportunities (upsells/cross-sells) and collaborating with Account Executives to close them.
- Demonstrated leadership: have led, mentored, or managed team members and driven team-wide KPIs.
- Experience building, negotiating, and maintaining relationships with C-suite and senior enterprise stakeholders.
- Proven ability to run high-stakes escalations and de-escalate risk in 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.
- Hands-on experience using AI tools in your actual work; can articulate specifically where they help and where they mislead.
