Account Manager (Customer Success)

> 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.

A meeting lands on your calendar

If they’re a yes, I book the chat. You show up — that’s the whole job-hunt.