Customer Success Manager

Nuvena; New Delhi; Sur place; INR 900 000 - 1 500 000; Plein temps

Résumé du poste

Nuvena in New Delhi is seeking a hands-on Customer Success professional to own post-sale relationships from onboarding to expansion.

You will take enterprise customers from signing to live, drive adoption, train users across India, and build the playbook used by future hires. Strong data usage and CXO-facing communication are essential. This is the first CS hire, so you will shape processes and scale adoption to ensure renewals and growth.

Qualifications

• 2–4 years in customer success, implementation or account management for B2B SaaS or enterprise software.
• Has personally taken enterprise customers from signing to live and to measurable usage.
• Structured and hands-on: project plans, follow-ups and status updates people can rely on.
• Clear and confident with CXOs, and equally comfortable training a 40-person team.
• Uses data and AI tools to track adoption, prepare reviews and spot accounts at risk early.
• Takes ownership of every account and finishes what you start.

Responsabilités

• Take over each new customer the moment the deal closes: plan the onboarding, migrate their contracts and data, and set up users, owners, workflows and integrations.
• Drive go-live within the committed timeline, and train legal, finance, procurement and business users until they are confident, on site across India where it helps.
• Push adoption after go-live: weekly usage reviews, blockers removed, and every owner of a promise working in Navio every day.
• Own each account after that: usage metrics, business reviews, renewals and expansion.
• Be the customer's voice to product and engineering, and turn repeated asks into roadmap items.
• Build the Customer Success playbook: onboarding checklists, training material, success metrics and escalation paths.

Description du poste

About Nuvena: Nuvena builds Navio, the Execution Operating System: every promise a company makes or is owed — in a contract or to a team — gets an owner, a follow‑up and proof.

Take every new customer from signed to live, and from live to daily use, in the fastest possible way.

New Delhi · 2–4 years

Role Summary

Every customer who signs with Nuvena is yours from that moment. You take them from signed to live, and from live to daily use, in the fastest possible way. After that you own the whole relationship: adoption, renewals and expansion. You are our first Customer Success hire, so you also build the playbook every person after you will use.

Key Responsibilities

• Take over each new customer the moment the deal closes: plan the onboarding, migrate their contracts and data, and set up users, owners, workflows and integrations.


• Drive go-live within the committed timeline, and train legal, finance, procurement and business users until they are confident, on site across India where it helps.


• Push adoption after go-live: weekly usage reviews, blockers removed, and every owner of a promise working in Navio every day.


• Own each account after that: usage metrics, business reviews, renewals and expansion.


• Be the customer's voice to product and engineering, and turn repeated asks into roadmap items.


• Build the Customer Success playbook: onboarding checklists, training material, success metrics and escalation paths.

Must Have

• 2–4 years in customer success, implementation or account management for B2B SaaS or enterprise software.


• Has personally taken enterprise customers from signing to live and to measurable usage.


• Structured and hands‑on: project plans, follow‑ups and status updates people can rely on.


• Clear and confident with CXOs, and equally comfortable training a 40‑person team.


• Uses data and AI tools to track adoption, prepare reviews and spot accounts at risk early.


• Takes ownership of every account and finishes what you start.

Good To Have

• Exposure to contracts, legal operations, procurement or finance workflows.


• Experience with WhatsApp‑first or mobile‑first products.


• Hindi plus one more Indian language.

What we expect from everyone:

• Go‑getter


• Problem‑solver


• Open‑minded


• Takes decisions


• Owns the outcome


• Works as one team