Senior / Team Lead Customer Success Manager

About this role

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Skills you'll use

What you'll do

• 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.
• 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.

Who can apply

• 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 lead from the front. 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.

About Nexla

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