AI Engagement Manager

Location: Bangalore

Department: Customer Success

The Role

We’re hiring an AI Engagement Manager to own the post‑sale customer journey and ensure customers achieve meaningful business outcomes with Nanonets. This role sits at the intersection of customers, product, and engineering — blending stakeholder management, light technical fluency, and project leadership.

This is not a pure Customer Success or Account Management role — this position requires hands-on delivery ownership and technical fluency.

You will be the primary point of contact for customers after implementation, responsible for driving adoption, managing expectations, and representing the customer’s voice internally.

Roles and Responsibilities

Customer Engagement & Ownership

• Own customer implementations and serve as the single point of contact for ongoing engagement.
• Build trusted relationships with customer stakeholders across technical and non‑technical teams.
• Proactively manage customer expectations, risks, and escalations to ensure long‑term satisfaction and retention.

Project & Delivery Management

• Translate customer requirements into clear documentation (PRDs, workflows, success criteria) for internal teams.
• Partner closely with Product, Engineering, and Solutions teams to scope work, prioritize requests, and deliver against timelines.
• Maintain and prioritize backlogs across multiple customer accounts.
• Plan and communicate project timelines using structured documentation (project plans, trackers, presentations).
• Ensure end‑to‑end testing and validation of workflows before customer release.

Customer Advocacy & Product Feedback

• Act as the voice of the customer internally, clearly surfacing feedback, enhancement requests, and recurring themes.
• Identify opportunities to improve product adoption, workflow efficiency, and customer outcomes.
• Support renewals and expansions by demonstrating value realization and impact.

Requirements and Skills

• 3+ years of experience in stakeholder‑facing roles such as Technical Engagement Manager, Implementation Manager, Technical Account Manager, Solutions Consultant, or Customer Delivery Manager.
• Bachelor’s degree in Computer Science, Engineering, or a related technical field OR prior experience working as a software engineer or in a technical development role.
• Demonstrated experience leading end-to-end SaaS implementations in partnership with engineering teams.
• Strong technical fluency — comfortable discussing APIs, integrations, data workflows, and system constraints (no coding required).
• Experience translating business requirements into structured technical documentation (PRDs, specs, workflows).
• Proven ability to manage multiple complex customer implementations simultaneously.
• Strong stakeholder management skills with both technical and non-technical audiences.

Nice to Have

• Experience in AI/ML, workflow automation, document processing, or enterprise SaaS.
• Experience working with enterprise or mid-market customers in production environments.
• Prior experience balancing customer demands with product roadmap constraints.