Customer Success Manager

**Why this role?**:
By joining us, you will help redefine the way people sell across countries and industries. There are few startups with this kind of market potential.
- **A team with decades of domain expertise**:Between them, the founders have nearly two decades of experience building, selling, and scaling world-class SaaS products globally.
- Tackle our most impactful problems, work grounds up, and help us scale the Customer success motion & have fun while doing it :)
- **Join us at a perfect time**:We started in February 2020 out of our Singapore office and have had a remote-friendly culture from day one. We raised one of the biggest seed funding round for a B2B SaaS company from global SaaS investors like B Capital Group, Nexus Venture Partners, 3One4 Capital, and Insignia Venture Partners.We’re looking to hire people who believe nothing is impossible, love to learn and be curious, can be accountable for success and always enjoy the journey, and believe in getting better every day.

If this is you, come grow your career with Nektar.

**About The Role**:We are in an interesting phase of our journey and are looking at early members who will lay the foundation of Customer Success here. This position will provide you the opportunity to tame different use cases across multiple industries and interact with some of the smartest individuals from other fast-growing companies that are our customers. We see this role requiring an intersection of three key skills - Business Acumen & Problem solving, Product Perspective, and People Skills.

Business Acumen & Problem Solving
- Own book of business responsible for customer/product success and revenue growth.
- Understand customers’ business and program objectives.
- Understand and demonstrate value to the customer.
- Drive product adoption and ensure exceptional user experience.
- Discover and solve stated and not stated customer problems.
- Manage the entire customer lifecycle - onboarding, planning and implementation, deployment, and ongoing usage.
- Own all matters related to an account, including retention and upsell opportunities.

Product Perspective
- Manage account health and identify opportunities to improve the product offerings.
- Act as the voice of the customer for other teams within Nektar.ai, in particular, the product team.
- Understand the product philosophy and roadmap to be able to articulate these to the customers during discussions.
- Use analytics to identify usage patterns and create metrics.
- Develop a deep understanding of the Nektar.ai product.
- After all, you need to understand product capabilities to craft the perfect solution.
- Educate customers on Nektar.ai best practices and self-service.

People Skills
- Work with cross-functional and cross-geographic teams to ensure customers realize their ROI, improve operations, scope new business opportunities, and identify areas for strategic growth.
- Manage customer expectations in terms of what the product can and cannot achieve.
- Collaborate with customers and be able to see situations from multiple perspectives.

**What We're Looking For**:

- Minimum 3+ years of Customer Success experience in B2B SaaS.
- General athlete, jack-of-all-trades, and strong business acumen.
- Highly analytical and data-driven, comfortable with difficult data/statistical concepts.
- Comfortable with clients, able to strategically partner with customers.
- Experience with managing customers in the North American market is a plus.
- Hungry and humble, low ego, and willing to do whatever it takes to succeed.
- Thoughtful, curious, and a problem-solver.
- Personable and collaborative, able to work across teams and functions.
- Does not need structure, eager to carve its own path.