Customer Success owns the live account end to end, once the FDE hands it back at go-live. Onboarding closes with a handback document and CS’s signature: after that, this role owns operation quality (trainings, re-onboarding, output reviews) and ships new use cases directly in Pangea, under the same delivery model the FDE used to onboard: Discover, Build, Test, Deploy.
Underperformance is CS’s to fix first: most “the agent isn’t working” reports are operational (bad inputs, untrained users, wrong expectations), not defects. Only real, repeated defects escalate to Research.
What you’ll do
- Own the live account end to end: operation quality (trainings, re-onboarding, output reviews) and shipping new use cases in Pangea
- Ship new use cases using Nauta’s delivery model: Discover, Build, Test, Deploy: from published platform blocks only; custom code never
- Diagnose “the agent isn’t working” reports first: fix the operational side yourself before escalating; only real defects go to Research via #agent-signals
- Run the weekly account review with the FDE & Research team: bring account health and client asks, receive quality status, and help convert repeated issues into evals
- Run the pricing conversation with the Head of Go-to-Market before shipping any paid expansion
- Get Pangea-certified and stay current as the platform bar rises: the standard is “CS-configurable,” not just “FDE-configurable”
- Route what isn’t yours fast: platform bugs to #incidents, document issues to the Operations team, outages to DevOps
Who you are
- Strategic depth: thinks in terms of dependency and integration, not deployment checklists: identifies which workflows make Nauta mission-critical to a client and prioritizes those first
- Active listening and structured discovery: surfaces the real problem, not the stated one
- Critical thinking on AI outputs: knows when results look good but aren’t, and designs evaluation criteria accordingly
- Solid understanding of data systems: comfortable reading and interpreting data (SQL or equivalent)
- Hands-on experience with LLMs and prompt engineering: can evaluate and tune AI outputs, not just describe them
- Autonomy across multiple parallel accounts, comfortable in a startup environment
- Spanish and English: written and verbal: fluent enough for client conversations and internal documentation
Nice to have
- Background in supply chain, logistics, or operations
- Experience with agentic AI workflows or orchestration tools
- Previous experience as a TAM, Solutions Consultant, or Implementation Engineer
About Nauta
Nauta is your AI partner, powered by an AI operational brain. Nauta reads how your company works: your email, your documents, your rules. Then AI agents do the daily work, like reading every document, checking invoices and chasing what’s missing. You stay in control.