Executive Customer Success

## About Neverinstall Neverinstall is a cloud-native desktop virtualization platform built for the way modern enterprises work — distributed teams, unmanaged devices, and demanding security and compliance requirements. We deliver secure, high-performance virtual desktops through Fully Managed, Bring-Your-Own-Cloud (BYOC), and Air-Gapped deployment models, giving organizations genuine control over their infrastructure while delivering a great end-user experience. We have an ambitious roadmap to be the first infrastructure stack company to come out of India and are actively building more products. If you want to work for a company that is inventing the future, this is that role. ## About the role As a Customer Success Manager, you are the primary advocate for our enterprise clients—your mission is to ensure long-term adoption, retention, and growth. You will guide customers from initial onboarding through full-scale deployment, ensuring Neverinstall becomes a mission-critical component of their tech stack. ## Key Responsibilities - Strategic Onboarding: Lead the post-sales journey, moving enterprise clients from "signed contract" to "active daily users" by aligning our VDI capabilities with their business goals. - Adoption & Health Monitoring: Proactively monitor usage data to identify accounts at risk to ensure growth in engagement and mitigate when appropriate. - Quarterly Business Reviews (QBRs): Prepare and lead strategic meetings with stakeholders to demonstrate ROI, discuss product roadmaps, and identify expansion opportunities. - Voice of the Customer: Act as a bridge between the client and our Product team. Translate customer "pain points" into "feature requests" to influence our development cycle. - Churn Mitigation: Own the renewal process. Identify potential roadblocks early and work cross-functionally to resolve them before they impact the contract. ## Requirements - 3–5 years of experience in Customer Success, Account Management, or Technical Account Management (TAM) within the SaaS or Cloud Infrastructure space. - Foundational Cloud Knowledge: Comfortable discussing AWS/Azure environments and VDI concepts without needing a developer to translate. - Data-Driven Mindset: Ability to analyze usage metrics and "health scores" to predict customer behavior. - Relationship Management: Proven track record of managing enterprise accounts and navigating organizational structures. - Communication: Exceptional ability to explain the business value of technical features to C-suite executives and IT Managers alike. ## Nice-to-Have - Direct experience with DaaS (Desktop as a Service) or virtualization (VMware, Citrix, Nutanix). - Experience using CRM tools - Basic understanding of API integrations