Strategic Customer Success Manager

About the role

We are seeking a highly strategic, relationship‑driven Customer Success Manager to guide our most important clients through the adoption, scaling, and value realization of Nexis+ AI. In this pivotal role, you will act as a trusted advisor, ensuring long‑term success and growth for high‑value accounts.

Key responsibilities

• Own and deepen relationships with a portfolio of strategic accounts, serving as the primary guide for AI adoption and scaling.
• Understand each client’s business goals and KPIs, aligning the AI solution to accelerate their broader strategy.
• Lead onboarding, adoption, and expansion initiatives tailored to each client’s unique needs.
• Collaborate cross‑functionally with Sales, Product, Support, and Engineering to champion client priorities and influence the product roadmap.
• Develop and execute success plans, quarterly business reviews, and health checks focused on AI feature adoption and value realization.
• Identify upsell, cross‑sell, and renewal opportunities in partnership with Sales.
• Proactively mitigate risk, resolve escalations, and maintain high satisfaction and retention.
• Drive change‑management programs, including training sessions, best‑practice playbooks, and internal champion development.
• Track key metrics such as AI usage, NPS, churn, and account health, translating data into compelling value stories.

Required profile

• 5+ years of experience in Customer Success, Account Management, or a similar client‑facing role, preferably with AI, SaaS, or emerging‑technology products.
• Proven track record managing enterprise or strategic accounts and driving technology adoption.
• Exceptional communication, presentation, and relationship‑building skills.
• Strong analytical mindset with the ability to translate data into actionable insights.

Required skills