Director of Customer Success

2 weeks ago


Boston, Massachusetts, United States Nexthink Full time

Company Description Hi, we are Nexthink, pioneers in the digital employee experience niche. Our innovative solutions integrate real-time analytics, automation, and employee feedback across all endpoints to assist IT teams in ensuring a pleasant working environment. With a cloud-native platform, we identify and address issues, automate responses, and aid companies in enhancing their employees' productivity, efficiency, and overall happiness at work. Boasting numerous deployed endpoints, exceeding $100M in ARR, and recently securing $180M in Series D funding, valuing the company at $1.1B, our journey is just beginning.

Job Description We are seeking an adept leader to expand our US region Customer Success team at Nexthink. The role involves scaling the US CSM team while actively engaging with high-profile customers. At Nexthink, CSMs go beyond standard support roles, focusing on ensuring customers continually derive value from our platform by managing the customers' maturity journey and maximizing their Nexthink Investment. The CSM Director will excel at guiding customers to enhance their Nexthink maturity through a structured and scalable approach. Collaboration with Sales, Professional Services, and Solution Consulting teams is key to driving operational success and cultivating lasting relationships with strategic customers.

Reporting to the SVP of Technical Services, this role is pivotal within the customer success leadership team, fostering cross-functional alignment at a regional level. The ideal candidate will embody a customer-centric ethos, adept at championing customer outcomes in their region. They must possess a track record of fostering and leading high-performance customer success teams.

Responsibilities:

  • Show actual value and link to business by managing the customers' maturity journey
  • Establish and maintain trusted relationships with Workplace Leaders
  • Identify and highlight risks and opportunities
  • Develop and oversee customer Maturity journey across Platform, People, Process, and Outcomes
  • Assist Leaders in demonstrating value to Executives
  • Ensure implementation of use cases and product adoption
  • Safeguard product reputation and introduce additional offerings to customers
  • Effectively manage critical operational escalations
  • Promote Workplace Leader Advocacy by engaging with the Nexthink community
  • Devise Maturity-based Customer Success Plans
  • Offer best practice advice and guidance across Platform, People, Process, and Outcomes
  • Track value and adoption
  • Create Maturity/Value content for EBRs
  • Identify and mitigate risks
  • Conduct monthly CSP/Success reviews with Leaders

Qualifications

  • 12+ years of experience in Customer Success Services, with exposure to SaaS products throughout the sales and delivery cycle, especially in on-boarding, implementing, adopting, realizing value, and ensuring retention
  • Possess extensive leadership background, with over 5 years at a senior level in a matrixed environment
  • Skilled in managing high-level customer relationships, negotiations, and transactions
  • Proven experience in fostering a culture focused on performance and metrics
  • Experience in developing outcome-centric service offerings for complex products
  • Ability to collaborate with cross-functional teams in a matrixed environment to achieve company goals
  • Strong communication skills for effective reporting on key initiatives and measures, facilitating proper escalation processes and risk management
  • Deep empathy for customers and a drive for growth
  • Possess an analytical and process-driven mindset
  • Enthusiastic and creative leader with a knack for inspiring others
  • Team player with a collaborative approach towards internal and external team members

Additional Information We are a global workforce of 800+ employees across 21 countries in 8 different time zones, communicating in over 60 languages. At Nexthink, we are action-oriented, constantly evolving, and united as one team. We prioritize diversity, inclusion, and equity, fostering innovation in the digital employee experience landscape. Our employees, known as Nexthinkers, embody diverse backgrounds and perspectives, collectively dedicated to crafting solutions for the modern workplace.

Being a rapidly growing company, we have numerous opportunities available at our Boston office. If you crave a change, enjoy challenges, and seek a collaborative and enjoyable work environment, this is the perfect chance for you to join us on this exciting journey.

Total Rewards @ Nexthink
At Nexthink, we offer a robust benefits package, including health, dental, vision, life insurance, long-term disability, and accidental death/personal loss coverage, all fully covered by the company. Compensation includes base salary, with potential for commission or performance bonuses and equity. Our US employee salaries vary based on role, experience, and skills, tailored to ensure fair remuneration. During the hiring process, your Talent Acquisition Partner will provide more details on the specific salary range for the role.



  • Boston, Massachusetts, United States Seismic Software Full time

    Please be aware we have noticed an increase in hiring scams potentially targeting Seismic candidates. Read our full statement on our Career's page.Seismic, a rapidly growing Forbes Cloud 100 company, is the global leader in enablement, helping make sales teams better by becoming more productive and engaging with buyers in a compelling way. Seismic's platform...


  • Boston, Massachusetts, United States Indico Data Full time

    About Indico DataHistorically companies have had to choose between speed or accuracy in their intake decisions. That's a problem because the inability to quickly intake documents in any format and accurately make decisions, inhibits your growth and frustrates your customers.Choose speed over accuracy and you risk making poor, inaccurate decisions which can...


  • Boston, Massachusetts, United States Memfault Full time

    As one of the first members of our customer success team, you will have the unique oppourtunity to shape the go to market strategy, product, and culture at an early stage start up. You will be building relationships with engineering leaders across the industry and enable product development teams to become best-in-class across the industry alongside our...


  • Boston, Massachusetts, United States Rapid7 Full time

    Manager, Customer Success, Public SectorThis key role within our Customer Success organization will be responsible for leading a team of Customer Success Managers in the care, retention and growth of our Public Sector customers. This person will help to refine and execute on our customer relationship strategy as well as drive key KPIs and high retention...


  • Boston, Massachusetts, United States Rapid7 Full time

    Customer Success Manager (CSM) As a Rapid 7 Customer Success Manager (CSM), you will act as a trusted advisor for our customers and use your cyber security knowledge and expertise of R7 products and solutions to ensure customers maximize the value from their R7 investment. About the Team Responsible for overall success and satisfaction, the CSM's mission is...


  • Boston, Massachusetts, United States Cognism Full time

    Cognism is a market leader in international sales intelligence. Access to our premium data, has helped a wide variety of global revenue teams change their approach to prospecting, resulting in predictable and prosperous outcomes. Following multiple successful funding rounds and the acquisition of Mailtastic (2020), an email signature solution provider, and...


  • Boston, Massachusetts, United States LeanIX (a SAP Company) Full time

    Customer Success Engineering is a vital part of our Customer Success organization, leading clients to utilize our state-of-the art technical capabilities for their best success. As a Customer Success Engineer you will strive to create an exceptional track record of guiding LeanIX customers together with the Customer Success Manager and aim to represent...


  • Boston, Massachusetts, United States Applied Systems Full time

    Job DescriptionTarmika, a division of the worldwide leader in insurance technology, Applied Systems, Inc., is currently searching for a Customer Success Manager who will manage and create strong relationships with insurance agencies that are utilizing the Tarmika rating platform for quoting small commercial businesses. In this role, you will focus on working...


  • Boston, Massachusetts, United States Seismic Software Full time

    Please be aware we have noticed an increase in hiring scams potentially targeting Seismic candidates. Read our full statement on our Career's page.Seismic, a rapidly growing Forbes Cloud 100 company, is the global leader in enablement, helping make sales teams better by becoming more productive and engaging with buyers in a compelling way. Seismic's platform...


  • Boston, Massachusetts, United States Improvado Full time

    Improvado is an AI-powered, unified platform designed for marketing teams in medium to large-scale enterprises and agencies, who are looking to automate complex marketing intelligence and reporting to make decisions with ease. Improvado gathers, organizes, and untangles marketing data to deliver instant insights through BI and AI, helping to eliminate...


  • Boston, Massachusetts, United States Bynder Full time

    Bynder goes far beyond managing digital assets. Our digital asset management platform enables teams to conquer the chaos of proliferating content, touchpoints, and relationships in order to thrive.With powerful and intuitive solutions that embrace the way people want to work, and a richly integrated ecosystem, We are the brand ally that unifies and...


  • Boston, Massachusetts, United States Motion Recruitment Full time

    An industry leader in the Telecommunications field is looking for a customer success manager to help the company manage their Saas buisness optimization platform. Candidates would joining the established Customer Success Team, alongside other managers. Ideal candidates for this role are able to utilize data analysis skills on a daily basis. Required Skills &...


  • Boston, Massachusetts, United States APERIO Full time

    As APERIO continues to grow, we are seeking a Lead Customer Success Manager to join our team and play a crucial role in ensuring our customers achieve their goals while using our products. The Lead Customer Success Manager is part of APERIO's Customers & Product team and reports to the VP of Customers & Product. As Lead Customer Success Manager, you will...


  • Boston, Massachusetts, United States Tines Full time

    Founded in 2018 in Dublin, Tines is a smart, secure workflow platform designed to automate any manual task, regardless of complexity. By automating workflows, Tines empowers frontline teams to reduce monotonous, manual work and free up valuable time and resources.Tines is an integrator across your entire stack - if it offers an API, Tines connects with it....


  • Boston, Massachusetts, United States Ekotrope Full time

    Customer Success ManagerBOSTON, MA or Remote*Join our small, fast-growing, Boston-based software startup that is helping to fight climate change by improving the energy efficiency of homes across the country. We have had tremendous success with our energy-efficiency solutions in the residential new construction sector, and recently been designated as the...


  • Boston, Massachusetts, United States Ekotrope Full time

    Customer Success ManagerBOSTON, MA or Remote*Join our small, fast-growing, Boston-based software startup that is helping to fight climate change by improving the energy efficiency of homes across the country. We have had tremendous success with our energy-efficiency solutions in the residential new construction sector, and recently been designated as the...


  • Boston, Massachusetts, United States Pentera Full time

    Come Hack With UsJoin us on our mission of protecting organizations against the most advanced attackers in the worldPentera is the leader for Automated Security Validation, allowing every organization to test with ease the integrity of all cybersecurity layers, unfolding true, current security exposures at any moment, at any scale. As a result, thousands of...


  • Boston, Massachusetts, United States LeanIX (a SAP Company) Full time

    The Customer Success Onboarding Manager is a fundamental member of the LeanIX team. This person is to be responsible for the onboarding of accounts new to LeanIX. They will also oversee the planning, organizing, management, and execution of onboarding tasks and ensure our customers have a seamless and successful onboarding experience.WHAT IS WAITING FOR...


  • Boston, Massachusetts, United States Global Payments Full time

    Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results....


  • Boston, Massachusetts, United States mabl Full time

    The mabl team is on a mission to build the easiest low-code test automation solution on the market. We're enabling everyone from global enterprises to fast-growing startups to integrate application testing into their development pipelines and harness test data to improve product quality by making fast, powerful test automation possible for everyone,...