Director of Customer Success

Found in: beBee jobs US - 2 weeks ago


Boston, Massachusetts, 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.


  • Customer Success Operations Analyst

    Found in: beBee jobs US - 9 hours ago


    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...

  • Customer Success Manager

    Found in: beBee jobs US - 1 week ago


    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 &...

  • Enterprise Customer Success Manager

    Found in: beBee jobs US - 1 week ago


    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,...

  • Director, Customer

    Found in: beBee jobs US - 2 weeks ago


    Boston, Massachusetts, United States Rhythm Pharmaceuticals Full time

    Company OverviewRhythm is a global, commercial-stage biopharmaceutical company committed to transforming the care of people living with rare melanocortin-4 receptor (MC4R) pathway diseases. Working at Rhythm means that you are part of a team that's passionate about transforming the lives of people living with hyperphagia (pathological, insatiable hunger) and...

  • Retention and Student Success Coordinator-Advising

    Found in: beBee jobs US - 1 week ago


    Boston, Massachusetts, United States Bunker Hill Community College Full time

    Location: Boston, MA Category: Professional Staff Posted On: Mon Apr Job Description: Under the supervision of the Associate Director of Advising & LifeMap, the Retention and Student Success Coordinator will work closely with LifeMap Navigators to develop, implement and continuously assess programming that fosters academic success and retention of...

  • Client Success Executive

    Found in: beBee jobs US - 2 weeks ago


    Boston, Massachusetts, United States Convention Data Services Full time

    Convention Data Services (CDS), a Freeman Company, is the trusted partner in the live events industry for conference event registration, business intelligence, and lead management servicing top show organizers worldwide. Headquartered in Bourne, MA (Cape Cod), CDS has been providing customized applications and support services for more than 30 years. As a...

  • Senior Director, Regulatory Affairs

    Found in: beBee jobs US - 9 hours ago


    Boston, Massachusetts, United States Proclinical Full time

    Senior Director, Regulatory Affairs - Permanent - RemoteProclinical Staffing is seeking a Senior Director, Regulatory Affairs to join a leading health information technology and clinical research organization. This is a permanent role with the opportunity to work remotely.Primary ResponsibilitiesIn this role, you will provide leadership and advice on the...

  • Customer Implementation Specialist

    Found in: beBee jobs US - 1 week ago


    Boston, Massachusetts, United States Workable Full time

    Workable makes software to help companies find and hire great people. We get recruiting and its role in building healthy workplaces — which is why we're proud more than 20,000 teams around the world use Workable to do exactly that. And while we take recruiting seriously, we don't take ourselves too seriously. At Workable, you'll find smart people who have...

  • Customer Onboarding Manager

    Found in: beBee jobs US - 2 weeks ago


    Boston, Massachusetts, United States Crayon Full time

    The Customer Onboarding Manager is a pivotal new role on our Customer Success team – you will be laying the foundation of our customers' advanced competitive intelligence programs. You will be part of a small dynamic team delivering the next generation of onboarding services to lead our customers to rapid time to value and enduring success with Crayon. You...

  • Director of Solution Sales

    Found in: beBee jobs US - 2 weeks ago


    Boston, Massachusetts, United States Kivo Full time

    Director of Solution SalesKivo is hiring a Director of Solution Sales, responsible for sourcing, scoping and selling new business to Quality, Regulatory and Clinical teams at our biopharma sponsor customers. Reporting to the head of sales, this is a quota-carrying role that will work closely with our marketing team for pipeline generation - as well as our...

  • Client Success Manager

    Found in: beBee jobs US - 1 week ago


    Boston, Massachusetts, United States HashedTokens Full time

    Somebody with a 0-1 mindset and understands the startup marketplace is preferred. Evangelize products with prospective customers and ensure customers maximize product valueMonitor product adoption & business outcomes; identify opportunities for improved usage & impact, and see those opportunities through with your customerUnblock internal escalations by...

  • Associate Director, Clinical Pharmacology

    Found in: beBee jobs US - 2 weeks ago


    Boston, Massachusetts, United States Fusionpharma Full time

    Associate Director, Clinical Pharmacology/DMPK Management Boston, MA, USFusion is looking for an Associate Director, Clinical Pharmacology/ DMPK to join non-clinical development group.The successful candidate must have experience and foundational knowledge and experience in clinical pharmacology, drug metabolism, pharmacokinetics, bioanalytical and PK/PD...

  • Customer Support Representative

    Found in: beBee jobs US - 1 week ago


    Boston, Massachusetts, United States The Wanderlust Group Full time

    Hi We're The Wanderlust Group an outdoor technology company composed of and We build marketplaces that connect adventurers to outdoor destinations, and technology that helps those destinations thrive. We believe that the best way we can make the world better is to get people out in it. At The Wanderlust Group, you'll be an integral part of a growing team,...

  • Director Scientific Communications

    Found in: beBee jobs US - 1 day ago


    Boston, Massachusetts, United States Proclinical Full time

    Director Scientific Communications - Permanent - OnsiteProclinical Staffing is seeking a Director Scientific Communications to join a global biopharmaceutical company. This is a permanent role located in Boston, MA.Primary ResponsibilitiesThe Director, Scientific Communications, Neurology leads the successful development and implementation of global...

  • Director, Digital Program Management

    Found in: beBee jobs US - 1 week ago


    Boston, Massachusetts, United States Merge World Full time

    Merge Storytelling and TechnologyWe MERGE storytelling with technology by offering marketing and technology clients full-service capabilities including strategy, creative, experience engineering, performance marketing, media, and marketing operations platforms. MERGE has enduring client partnerships with American Express, T-Mobile, LG, Kate Spade NY, Coach,...

  • Director, Product Marketing

    Found in: beBee jobs US - 1 week ago


    Boston, Massachusetts, United States Corvus Insurance Full time

    We're united by a mission: to make the world a safer place. Corvus Insurance uses novel data and artificial intelligence/machine learning to achieve better insights into commercial insurance risk. Our software empowers brokers and policyholders to better predict and prevent complex claims through data-driven tools and Smart Commercial Insurance policies....

  • Customer Support Representative

    Found in: beBee jobs US - 2 weeks ago


    Boston, Massachusetts, United States Lusha Full time

    We are looking for a talented and dedicated Customer Support Representative to join our team and provide our clients with an AMAZING customer experience. Your primary responsibility will be to provide guidance and basic/complex troubleshooting to our customers regarding our products. You will serve as the primary point of contact for our customers and are...

  • Associate Director, Clinical Pharmacology

    Found in: beBee jobs US - 2 weeks ago


    Boston, Massachusetts, United States Fusion Pharmaceuticals Full time

    Fusion is looking for an Associate Director, Clinical Pharmacology/ DMPK to join non-clinical development group.The incumbent will be responsible to lead and execute clinical pharmacology/ DMPK strategies and studies for early through late-stage clinical development programs.The successful candidate must have experience and foundational knowledge and...

  • Director of Strategic Accounts

    Found in: beBee jobs US - 1 week ago


    Boston, Massachusetts, United States Tanium Full time

    DSA – Mid MarketThe BasicsAs a Director of Strategic Accounts (DSA) on the Tanium field sales team, you will be responsible for generating opportunities to position the Tanium platform within an assigned territory and/or accounts. You'll be equally as comfortable with the CIO, CISO or VP Ops as you would hosting a room of Red Team members; from talking...

  • Director - Credit & Structured Products

    Found in: beBee jobs US - 1 week ago


    Boston, Massachusetts, United States Alter Domus Full time

    ABOUT US: We are Alter Domus. Meaning "The Other House" in Latin, Alter Domus is proud to be home to 85% of the top 30 asset managers in the alternatives industry, and more than 5,000 professionals across 23 countries. With a deep understanding of what it takes to succeed in alternatives, we believe in being different. Invest yourself in the alternative,...