Customer Success Manager (India)

About Us: Trail is the context layer AI agents run on. We're building the missing layer between your company's rules, exceptions, and institutional knowledge and the agents trying to act on them. It's a governed graph that lets any agent or platform, including Trail agents, make the right call on your most complex business processes. Agents today fail not because models are weak, but because they're never given the judgment a business builds up over years. We're fixing that.

About the Role

A Customer Success Manager at Nanonets guides customers through the entire journey, from initial implementation to advanced use cases. They act as a beacon in supporting customers' long-term success and maximizing the impact of their Nanonets investment. By leveraging your expertise, you'll partner with customers to overcome challenges, unlock early and sustained outcomes, and drive value realization through proactive engagement and best practices.

What will you do ?

TLDR - Own workflow health and adoption for your book of business. Be the customer's day-to-day operational partner and the first line of defense against churn risk. Your work directly drives Net Revenue Retention, but the commercial motion (pricing, expansion, renewal) sits with the Account Manager.

Primary KPI - Account health and workflow adoption within your book of business, which directly influence Net Revenue Retention.

Core Responsibilities:

- Own the health and operational effectiveness of the current workflow and end user team for assigned accounts

- Monitor usage, adoption, and consumption data; proactively flag adoption gaps before they become risk

- Manage support escalations and drive timely resolution across internal teams

- Run structured operational cadences with the customer's team, with clear agendas and next steps

- Proactively surface account health risks and expansion signals to the Account Manager

- Document customer requirements and workflow deviations, and route them to Product/Engineering with clear context (not full PRD ownership)

- Ensure comprehensive end-to-end testing of workflows and outputs before releasing changes to the customer

- Lead daily/weekly operational communications with the customer's operational team

- Plan and communicate clear timelines via Gantt charts, Excel documents, or presentations

- Support the Account Manager on expansion conversations as the first product/demo resource before Engagement Manager involvement

Need to Have:

- 3-8 years of Customer Success experience, ideally in a B2B SaaS or enterprise software environment

- Strong stakeholder management experience across operational and technical teams

- Excellent verbal and written communication skills

- Strong conflict management and resolution skills

Good to Have:

- Ability to manage and nurture relationships with diverse stakeholders

- Proven track record of leading and delivering successful projects

- Exceptional verbal and written communication skills, with the ability to engage both technical and non-technical audiences

- Ability to influence and empower teams and customers, even without direct authority