Account Manager (Customer Success)

Nanonets has a vision to help computers see the world starting with reading and understanding documents. Machine Learning (ML) is no longer a futuristic concept—it's a present-day powerhouse transforming the business landscape. Nanonets is at the forefront of this transformation, offering innovative ML solutions designed to make document related processes faster than ever before. 

From automating data extraction processes to enhancing reconciliation, our solutions are designed to revolutionize workflows, optimize operations, and unlock untapped potential for our clients. Our client footprint spans across brands such as Toyota, Boston Scientific, Bill.com and Entergy to name a few enabling businesses across a myriad of industries to unlock the potential of their visual and textual data 

We recently announced a series B round of $29 million in funding by Accel and are backed by the likes of existing investors including Elevation Capital & YCombinator. This infusion of capital underscores our commitment to driving innovation and expanding our reach in delivering cutting-edge AI solutions to businesses worldwide. 

Read about the release here: 

https://techcrunch.com/2024/03/12/nanonets-funding-accel-india/amp/ 

We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity.

Nanonets is proud to be an equal opportunity workplace dedicated to pursuing, hiring, and retaining a diverse workforce.

We're looking to hire a rockstar Customer Success Manager to delight our customers with their expertise of the product and ability to build deep relationships with them.

What you'll do TLDR - Manage Customer Expectations, Be Customers voice for internal stakeholders

Primary KPI - Net Revenue Retention - (What is NRR - https://www.smartkarrot.com/resources/blog/net-revenue-retention/)

• Engage with customers right after the contract is closed and technical integration is completed
• Understand customer requirements, and clearly articulate it to the technical team
• Clearly call out any deviations from the requirements (to the customer and internal teams)
• Write PRDs for internal teams to work on
• Create and implement customer success plans with detailed timelines, KPIs, challenges, and SLAs.
• Travel approximately 15% of the time to develop and nurture customer relationships and gain a deep understanding of their business goals and needs.
• Anticipate at-risk renewals or potential churn, and collaborate with relevant internal teams to develop corrective action plans.
• Serve as the single point of contact (SPOC) for all daily and weekly customer communications.
• Maintain and prioritize the backlog and enhancement requests across multiple customers.
• Relay customer feedback to internal teams and coordinate with them to drive necessary improvements.
• Foster customer advocacy by facilitating testimonials, case studies, and reference programs.

You will thrive in this role if you : 

• Have at least 2 years of stakeholder management experience (Sales / Consulting / Account Management).
• Have strong verbal and written communication skills, along with excellent conflict management and resolution abilities.
• Are highly skilled at building deep relationships with CXOs and leadership teams.
• Can clearly and confidently communicate technical concepts to both customers and internal stakeholders.
• Operate with a high level of ownership and intensity, possess strong problem-solving skills, are comfortable with frequent context switching, can manage multiple projects simultaneously with expansive ownership, and ruthlessly prioritize.

Good to Have: 

• Proven track record of leading projects.
• Exceptional verbal and written communication skills, including the ability to engage both technical and non-technical audiences, and to communicate effectively with individual contributors, management, and executive leadership.
• Strong communication skills with a distinctive ability to empower and influence others, even without formal authority or a direct reporting relationship.

Work Culture at Nanonets
We follow a hybrid work model, with most teams coming into the office twice a week. It helps us stay collaborative, connected, and aligned — while still giving space for deep, focused work.