Senior Customer Success Manager

About the role

This role supports growth and customer retention in North America and is responsible for a portfolio of strategic enterprise customers. The primary objective is to guide customers along their Digital Employee Experience (DEX) journey using Nexthink’s DEX Methodology, driving growth and adoption throughout the entire customer lifecycle. Key pillars include Customer Success Plan, Value Tracking, and Executive Business Reviews.

You will lead customers to success in their DEX journey by providing support and best practices for DEXOps adoption, developing integration plans, and ensuring positive outcomes while solidifying long-term partnerships. This position requires collaboration with Sales, Solution Consulting, Professional Services, Customer Support, and Product teams to drive customer outcomes, operational success, renewals, and upsell opportunities.

Responsibilities

• Own and execute a comprehensive customer success plan for up to 20 Nexthink Enterprise customers, emphasizing people, processes, technology, communication, and value to integrate Nexthink solutions and build a DEX journey.
• Serve as a trusted advisor to customers by building relationships with key leadership contacts, understanding their technical challenges, and providing insights on industry trends and the DEX market.
• Identify, define, track, measure, and share the impact and value of Nexthink solutions, guiding customers on their journey and holding them accountable.
• Evangelize customer success internally and with stakeholders.
• Deliver on-time renewals by aligning on account strategy with the broader team and conducting value-tracking activities.
• Achieve expansion targets by identifying new opportunities for Professional Services engagements or upsell/cross-sell of additional Nexthink services.
• Maintain customer health through regular engagement, understanding sentiment, and escalating critical issues or renewal risks in collaboration with the Account Team.
• Deliver DEX workshops to educate customers on product usage and quantify the value of outcomes.
• Participate in quarterly business reviews (Executive Business Reviews) with key stakeholders to communicate progress and provide thought leadership.
• Act as the voice of the customer, providing feedback to Nexthink Product Management, R&D, Sales, and Marketing teams.
• Foster collaboration within the Nexthink ecosystem and share best practices to enhance customer experience and business outcomes.
• Maintain accurate and reliable customer data in the CRM database.

Requirements

• 5+ years of experience as a Customer Success Manager in the software industry, focusing on large enterprise accounts and SaaS adoption.
• Ability to drive the DEX Methodology (people, process, technology, communication, value) to ensure adoption and value realization.
• Strong business acumen with the ability to generate creative, pragmatic solutions to achieve business objectives.
• Entrepreneurial mindset enabling independent work with minimal guidance and good judgment for escalating issues.
• Technical background or savviness to learn Nexthink products, services, and technologies (understanding of IT project delivery lifecycle and digital transformation initiatives is preferred).
• Ability to manage, guide, and build rapport across all levels of the customer’s hierarchy, from technical teams to the C-suite.
• Excellent written, oral, and interpersonal communication skills, capable of interacting comfortably with senior leaders.
• Organized and structured, with the ability to facilitate complex situations.
• Strong understanding of IT Operations, ITSM processes (ITIL), or End User Compute/Client Management practices is preferred.
• Strong customer-facing and presentation skills.
• Fluent in English (written and verbal).
• Willingness to travel 25-50% within the US and occasionally internationally.

Benefits

• 100% company-covered health, dental, and vision benefits, including life insurance, long-term disability, and accidental death/personal loss coverage.
• Unlimited paid time off in addition to 15 days of holidays and 11 company-paid holidays.
• 3 extra days for volunteering.
• Hybrid work model balancing office and remote work, with structured onboarding for team integration.
• Free access to professional training platforms.
• Up to 16 weeks of paid leave for birthing parents/primary caregivers and 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.

Base salary ranges are determined by country, role, level, experience, and skills. The range for this role reflects Nexthink’s good faith determination for US locations. Individual pay is based on job skills, experience, and relevant education or training.