Senior / Team Lead Customer Success Manager
About Nexla
Nexla is the leading Integration platform, built with AI, for AI. Nexla takes a metadata driven approach to converge diverse integrations across Data, Documents, Agents, Applications, and APIs into a single design pattern. We accelerate the development of solutions for GenAI, Analytics, and Inter-company data. Nexla makes data users and developers up to 10x more productive by delivering a true blend of no-code, low-code, and pro-code interfaces.
Leading companies including DoorDash, LinkedIn, Johnson & Johnson, and LiveRamp trust Nexla for mission-critical data. Named in the 2022, 2023, and 2024 Gartner Magic Quadrant™ for Data Integration Tools and top-rated by customers on Gartner Peer Insights, headquartered in San Mateo, California.
At Nexla, our culture is built around our core values: Have Empathy, Be Curious, Be Intellectually Honest, Achieve Excellence, and Remember to Relax. We put our customers at the heart of everything we do, foster a data-driven mindset, take ownership of our work, and believe in the power of teamwork to achieve ambitious goals.
Role, briefly
Our Customer Success team owns the end-to-end client experience, from initial integration through enterprise adoption and expansion. It is a small team, and this role does two jobs at once: running your own enterprise accounts, and leading, mentoring, and coaching the CSMs around you. You work closely with Sales, Solutions, Engineering, and executive leadership, and you are the primary voice of the customer internally, including on where the platform goes next.
Our Customer Success team owns the end-to-end client experience, from initial integration through enterprise adoption and expansion. It is a small team, and this role does two jobs at once: running your own enterprise accounts, and leading, mentoring, and coaching the CSMs around you. You work closely with Sales, Solutions, Engineering, and executive leadership, and you are the primary voice of the customer internally, including on where the platform goes next. As part of a lean and high-impact team, you will directly manage a portfolio of 10-15 strategic enterprise accounts, guiding them through both initial onboarding and long-term customer success.
What you’ll own
- 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.
AI tooling is part of the job here, not a side interest. Customer communication, health tracking, and account reporting are all places we expect you to use it.
Ninety days : You will have fully onboarded your initial pod of strategic enterprise accounts, audited and leveled up our CS playbooks. You will have joined key customer calls to assess health across your 10–15 enterprise accounts, identified the next set of strategic and tactical deliverables for each, and established clear coaching cadence and updated playbooks for the team.
The
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