Senior Customer Success Manager

About the role

In this pivotal position, you will play a key role in fostering growth and enhancing customer retention across North America. You will manage a portfolio of strategic enterprise clients, guiding them through their Digital Employee Experience (DEX) journey in alignment with Nexthink's DEX Methodology. Your primary focus will be on driving customer adoption and ensuring positive outcomes throughout the customer lifecycle, solidifying long-term partnerships with Nexthink.

Key facts

What you'll do

• Manage a portfolio of up to 20 enterprise customers, executing a comprehensive customer success plan that focuses on integrating Nexthink solutions effectively while emphasizing people, processes, technology, communication, and value.
• Establish yourself as a trusted advisor by building strong relationships with key stakeholders within the customer's organization, including CIOs and other influential figures.
• Deliver measurable value by identifying, defining, tracking, and sharing the overall impact of Nexthink solutions, guiding customers on their DEX journey and ensuring accountability for results.
• Achieve timely renewals by collaborating with the account team to align on strategies that ensure on-time renewals through proactive value-tracking and customer success management efforts.
• Identify expansion opportunities within existing accounts, whether through professional services or upselling additional Nexthink solutions, and work closely with the account team to implement these strategies.
• Regularly engage with customer contacts to assess sentiment and address any issues, escalating critical concerns related to renewals as necessary while collaborating with various internal teams.
• Conduct DEX workshops to educate customers on product usage and help quantify the value of outcomes achieved through Nexthink solutions.
• Participate in quarterly business reviews alongside the account manager, providing updates on progress against the success plan and offering strategic insights into the customer journey.
• Act as the voice of the customer, relaying feedback to Nexthink's Product Management, R&D, Sales, and Marketing teams to enhance product offerings and customer experience.
• Foster collaboration within the Nexthink ecosystem by sharing best practices and insights that improve customer outcomes and overall experience.
• Maintain accurate and reliable customer data in the CRM database, ensuring all information is up to date.

Requirements

• A minimum of 5 years of experience as a Customer Success Manager in the software industry, particularly with large enterprise accounts and successful SaaS adoption.
• Proven ability to implement the DEX Methodology, focusing on people, processes, technology, communication, and value to drive customer adoption and realization of benefits.
• Strong business acumen, enabling you to generate innovative and practical solutions that align with business objectives.
• An entrepreneurial mindset that allows for independent work with minimal guidance, while exercising sound judgment in escalating issues when necessary.
• A technical background or familiarity with technology to quickly learn about Nexthink products and services, along with an understanding of IT project delivery and digital transformation initiatives.
• Excellent interpersonal skills, capable of building rapport across all levels of the customer hierarchy, from technical teams to C-suite executives.
• Outstanding written and verbal communication skills, with the ability to engage effectively with senior leaders.
• Highly organized and structured, with the capability to navigate complex situations and facilitate resolutions.
• A proactive attitude with a strong commitment to achieving results.
• Familiarity with IT Operations, IT Service Management (ITIL), or End User Computing practices is preferred.
• Strong presentation skills and customer-facing experience.
• Proficiency in English, both written and spoken.
• Willingness to travel 25-50% within the U.S., and occasionally internationally as needed.

Nice to have

• Experience in the digital employee experience (DEX) field or related industries.
• Familiarity with analytics and automation tools that enhance employee feedback mechanisms.
• Previous experience in conducting workshops or training sessions for enterprise clients.

Skills & tools

• Proficient in CRM software and customer success platforms.
• Familiarity with project management tools and methodologies.
• Strong analytical skills to assess customer data and derive actionable insights.

Practical notes

• This role offers a competitive salary, with a compensation package that may include performance bonuses.
• Nexthink provides comprehensive benefits, including health, dental, and vision coverage, as well as life insurance and long-term disability options.
• Employees enjoy flexible hours, unlimited vacation, and a hybrid work model that balances office and remote work.
• Opportunities for professional development are available through access to training platforms.
• The company also offers generous parental leave policies and a 401(k) plan with company matching contributions.

Nexthink is at the forefront of digital employee experience management, empowering IT leaders with unparalleled insights to diagnose and resolve issues impacting employees across the enterprise. Join us in shaping the future of work and enhancing the employee experience through innovative solutions.