Director of Customer Success

4 weeks ago

Boston, United States Nexthink Full time

Company Description

Hi, we’re Nexthink. We’re not just the leader in the digital employee experience category, we invented the category. Our solutions combine real-time analytics, automation and employee feedback across all endpoints to help IT teams delight people at work. Our cloud-native platform pinpoints issues and solutions, automates response, and helps companies continuously improve their employees’ experience, making them more productive, efficient, and happy at work. We have millions of endpoints deployed, we’ve surpassed $100M in ARR, and we’ve recently secured $180M in Series D financing for a company valuation of $1.1B, but we’re just getting started. 

Job Description

To support the growth of the Nexthink business we are looking for a proficient leader and operator who can scale out our US region Customer Success team. They will be focused on growing and building the US CSM team while also being hands-on with a number of high-profile customers.

At Nexthink, CSMs are not an extension of support and don’t focus on resolving tickets. Instead, they focus on getting our customers constant value from the Nexthink platform by owning the customers' maturity journey with Nexthink and ensuring customers realize the value of their Nexthink Investment. The CSM Director needs to master helping customers build their Nexthink maturity with a structured and scalable approach. They build maturity-based Customer Success Plans and work collaboratively with the Sales, Professional Services and Solution Consulting teams to direct operational success and build long-term relationships with our strategic customers.

Reporting to the SVP, of Technical Services, you will be a key member of the customer success leadership team, guiding proactive, cross-functional alignment regionally. You will share and adopt best practices from other regions, with overall alignment to the global methodology. You must be truly passionate about being the face of the customers in your region, spearheading customer outcomes. The ideal candidate will bring a customer-centric culture with a proven record of building and guiding high-performance customer success teams.

Responsibilities: 

  • Show actual value and link to business (by owning the customers' maturity journey)
  • Build & Maintain trusted relationships with Workplace Leaders 
  • Identify and flag risks and opportunities
  • Plan and own customer Maturity journey (Platform, People, Process and Outcomes)
  • Help Leaders show value to Executives
  • Ensure implementation of use cases and adoption of the product 
  • Ensure product reputation and introduce additional products to the customer
  • Manage critical escalations operationally
  • Drive Workplace Leader Advocacy - Connect with the Nexthink community (user groups, Tech café)
  • Maturity-based Customer Success Plan
  • Best practice advice and guidance (Platform, People, Process and Outcomes)
  • Value tracker and adoption
  • Maturity/Value content for EBRs
  • Flag and control risk
  • Monthly CSP/Success reviews with Leaders
  •  #LI-Hybrid

Qualifications

  • 12+ years performing Customer Success Services, experience of SaaS products through the sales and delivery lifecycle preferred (on-boarding, implementing, adoption, value realization and retention)
  • Extensive leadership experience, 5+ years of which should be at the senior level, within a matrixed environment.
  • Experienced in managing high-level customer relationships, negotiations, and transactions.
  • Experience in creating a performance- and metrics-focused culture.
  • Experience creating outcome-based services offerings for technically complex products.
  • Experience working with cross-functional teams and in a matrix environment to achieve company objectives.
  • Excellent reporting skills and the ability to effectively communicate key initiatives and measures across the business to drive proper escalation processes and management of risk.
  • Strong empathy for customers and a passion for growth.
  • Analytical and process-oriented mindset.
  • An enthusiastic and creative leader with the ability to inspire others.
  • Must be a team player and able to work collaboratively with internal and external team members

Additional Information

We are 800+ employees strong in 21 countries across 8 different time zones speaking 60+ languages. We are positive, we get things done, we keep growing, and we are one team, we are Nexthink. We believe actions are stronger than words when it comes to diversity, inclusion, and equity in the workplace. Nexthinkers are multinational and multilingual, and come from all walks of life. We are committed to hiring a genuinely representative workforce that can create solutions and foster innovation for the modern digital employee experience.

We are a fast-paced growing company, and we are hiring and growing a lot in our Boston office. If you are looking for a change and like a nice atmosphere, lots of challenges, and having fun while working, this is a great opportunity for you

Total Rewards @ Nexthink
At Nexthink, we offer one of the most comprehensive and generous benefits plans. Your total rewards compensation package includes base salary and may also include a commission or performance bonus plan, as well as equity. We provide our US employees with 100% covered company benefits that consist of health, dental, vision, life insurance, long-term disability, and accidental death/personal loss coverage. 

Base salary ranges are determined by country, role, level, experience, and skills. The range displayed on each job posting reflects Nexthink’s good faith determination of the minimum and maximum targets for new hire salaries across all US locations. Individual pay is determined by related factors, including job skills, experience, and relevant education or training, which may impact a final offer. Your Talent Acquisition Partner can share more about the specific salary range during the hiring process.

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