The Customer Success Lead owns Nauta’s post-sale customer success end-to-end: adoption, value realization, and retention: across every client account, reporting to the COO. This role sets the strategy, metrics, and standards for the live account: once an FDE hands back a client, it belongs here, in Pangea, until expansion or churn.
This role supervises and directs the Customer Success team: the account owners who run each live client end to end: aligning the commercial relationship and technical implementation around measurable client outcomes, and identifying upsell opportunities in coordination with the Head of Go-to-Market.
What you’ll do
- Own post-onboarding customer success end-to-end: adoption, value realization, and retention: across all client accounts
- Supervise and set direction for the Customer Success team, aligning the commercial relationship and technical implementation around measurable client outcomes
- Define and track customer success metrics (adoption, ROI, retention, expansion) and represent voice-of-customer to other Nauta departments
- Own the weekly account review with FDE & Research: bring account health and client asks, get quality status back, and help turn repeated issues into evals and fixes
- Guarantee the handback discipline: no account is considered transferred from Onboarding without a signed handback document
- Identify upsell and expansion opportunities and coordinate with the Head of Go-to-Market on pricing before anything ships
- Ensure the team ships new use cases only from published Pangea blocks: custom code never, Pangea always, with the eval gate applied consistently
Who you are
- Strong people manager with operational leadership experience in customer-facing teams
- Experience leading Customer Success, Account Management, or Implementation teams
- Data- and systems-driven mindset: comfortable owning customer metrics (health, adoption, expansion), not cost metrics
- AI / analytics literacy
- Industry knowledge in logistics or complex operations preferred
- Spanish and English required
Nice to have
- Experience managing distributed or remote teams across multiple countries
- Background in supply chain, logistics, or B2B operations
- Experience with usage-based or expansion-driven SaaS revenue models
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.