Nexthink is looking for a Customer Success Manager to support our growth in the EMEA region by driving the adoption and use of our strategic employee experience platform with key customers. In this role, you will own and drive the customer success plan to ensure customers realize the full value of their investment. This is a key position within the Technical Services team, part of the internal Customer Success Management (iCSM) function focusing on remote-first engagements.
What You'll Do
- Own and execute the Customer Success Plan for each account to ensure Nexthink becomes part of daily operations as a strategic initiative and delivers maximum value.
- Engage and build relationships with customer executives and other influential stakeholders as a trusted advisor.
- Identify, define, track, and measure the overall impact and value of Nexthink.
- Identify new opportunities, either through Professional Services engagements, or upsell/cross-sell of additional services and solutions.
- Identify and escalate any critical issue or risk of renewals, working collaboratively with the Account Team.
- Work to support renewals specialists securing the renewal through extensive use of Value Tracking activities.
- Host workshops that support educating and development of the customer journey in the use of the product and how to quantify the value of outcomes.
- Lead quarterly business reviews with key customer stakeholders to communicate progress against the success plan and provide thought leadership on customer maturity journey.
- Act as a voice of the customer and provide feedback to Nexthink Product Management, R&D, Sales and Marketing teams.
- Update our CRM database and make sure that customer data is always accurate and reliable.
What We're Looking For
- 3-5 years of experience as a Customer Success Manager working in the Software Industry and successful adoption of SaaS.
- Ability to drive the people, process, and technology aspects of a software solution to ensure adoption and value realisation.
- Strong business acumen with the ability to use business context to generate creative, pragmatic solutions.
- An entrepreneurial mindset that enables you to successfully work independently with little guidance.
- Technical background or technological savvy to learn Nexthink products, services, technologies, and business.
- Excellent written, oral, and interpersonal communication skills; capable of gaining the respect of and interacting comfortably with senior leaders.
- Organised and structured, with the ability to facilitate difficult/complex situations.
- Have a 'can-do' attitude to own and drive results.
- Strong customer-facing and presentation skills.
- Fluent in English (written as well as verbal).
- Arabic speaker essential.
Nice to Have
- A strong understanding of IT Operations, ITSM processes (ITIL), or End User Computing/Client Management practices.
- German and or French language skills are highly desirable.
Team & Environment
This role is part of the Technical Services team, within the iCSM (internal Customer Success Management) function.
Benefits & Compensation
- Permanent Contract and a competitive compensation package.
- Amazing location in Manchester, 11 Northampton Rd.
- Hybrid work model balancing office (3 days) and remote work (2 days).
- Flexible Hours and unlimited vacation (employees have unlimited paid time off on top of the 25 days of holidays we offer) plus 3 company-paid volunteer days.
- Fully covered private health insurance for you and your family, life insurance plans, and Medicash Solo Level 2.
- Pension contribution of 12% (6% from the employee and 6% from the employer).
- Free access to professional training platforms to explore your interests and enhance your skills.
- 16 weeks of fully paid leave for primary caregivers, 6 weeks for secondary caregivers, and Kiddivouchers to ease childcare expenses.
- 50% reimbursement on public transportation fees, up to a maximum of 1,250£ gross/year.
- Reimbursement of up to £40 for gym and fitness memberships monthly.
- Bonuses for referring successful hires after three months of continuous employment.
Work Mode
This role follows a hybrid work model, based from our office in Manchester, UK.
Nexthink is an equal opportunity employer. We are the pioneers of a global IT Market Category (DEX) and operate as One Team, connecting, collaborating and innovating to continuously grow. We currently have over 75 nationalities working with us, from all cultures and backgrounds.
