Nexthink is looking for a Senior Customer Success Manager to support growth and customer retention for our portfolio of strategic enterprise customers in North America. As a pioneer in the Digital Employee Experience (DEX) category, you will guide customers using our methodology to drive adoption and value throughout their lifecycle.
What You'll Do
- Own and execute a comprehensive customer success plan for up to 20 Nexthink Enterprise customers, integrating our solutions.
- Build relationships as a Trusted Advisor with key leadership contacts within the CIO organization and other influential stakeholders.
- Identify, define, track, measure, and share the overall impact and value of Nexthink for each customer.
- Align on account strategy to deliver on-time renewals and achieve renewal targets through value-tracking activities.
- Identify new opportunities for expansion through Professional Services engagements or upsell/cross-sell of additional Nexthink services.
- Maintain customer health through regular cadence, understand sentiment, and escalate critical issues or renewal risks.
- Deliver DEX workshops to educate customers on product use and how to quantify value outcomes.
- Participate in quarterly Executive Business Reviews with key stakeholders to communicate progress and provide thought leadership.
- Act as the voice of the customer and provide feedback to Nexthink Product Management, R&D, Sales, and Marketing teams.
- Foster collaboration within the Nexthink ecosystem and share best practices.
- Update CRM database to ensure customer data is accurate and reliable.
What We're Looking For
- 5+ years of experience as a Customer Success Manager in the Software Industry with Large Enterprise Accounts and successful adoption of SaaS.
- Ability to drive the DEX Methodology (people, process, technology, communication, value) to ensure adoption and value realization.
- Strong business acumen with the ability to use business context to generate creative, pragmatic solutions.
- Entrepreneurial mindset enabling independent work with little guidance and good judgment to escalate issues.
- Technical background or technological savvy to learn Nexthink products, services, and business.
- Ability to effectively manage, guide, and build rapport within all parts of the customer’s hierarchy, from technical teams to the C-suite.
- Excellent written, oral, and interpersonal communication skills; capable of gaining the respect of senior leaders.
- Organized and structured, with the ability to facilitate difficult or complex situations.
- A 'can do' attitude to own and drive results.
- Strong customer-facing and presentation skills.
- Fluent in English (written as well as verbal).
- This role will require 25-50% travel within the US, and sometimes internationally.
Nice to Have
- Understanding of the IT project delivery lifecycle and digital transformation initiatives.
- Strong understanding of IT Operations, ITSM processes (ITIL), or End User Compute/Client Management practices.
Team & Environment
This is a key position within the Technical Services team.
Benefits & Compensation
- 100% covered company benefits: health, dental, vision, life insurance, long-term disability, and accidental death/personal loss coverage.
- Flexible Hours and unlimited vacation (unlimited paid time off on top of 15 days of holidays).
- 11 company-paid holidays, and 3 extra days for volunteering.
- Hybrid work model balancing office and remote work.
- Free access to professional training platforms.
- Up to 16 weeks of paid leave for birthing parents/primary caregivers, 6 weeks for secondary caregivers.
- 401(k) plan with up to 4% company matching contributions, vesting immediately.
- Bonuses for referring successful hires after three months of continuous employment.
Work Mode
This role follows a hybrid work model and is based in North America.
Nexthink is an equal opportunity employer.
