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Senior Customer Success Manager

4 weeks ago

Austin, Texas, United States Nexthink Full time
About the Role

Nexthink is the leader in digital employee experience management software. Our innovative solutions integrate real-time analytics, automation, and employee feedback across all endpoints, enabling IT teams to solve complex technical challenges, create productive workplaces, and deliver happy employees in the digital workplace.

We are seeking a highly skilled Customer Success Manager to join our team. As a key member of our Technical Services team, you will be responsible for driving the adoption of our solutions and ensuring customer success across a portfolio of strategic customers in the USA.

Your primary objective will be to help guide customers along their digital employee experience maturity journey, driving the adoption of our solutions throughout the entire customer lifecycle. You will work collaboratively with Sales, Solution Consulting, Professional Services, Customer Support, and Product teams to drive positive customer outcomes, operational success, and upsell opportunities.

Key responsibilities will include:

  • Developing and executing comprehensive customer success plans that emphasize people, processes, and technology
  • Identifying new opportunities for Nexthink, either through Professional Services engagements or upsell/cross-sell of additional Nexthink services and solutions
  • Escalating critical issues or risks of renewals, collaborating with the Account Team
  • Hosting workshops to educate and develop the customer journey in the use of our product and how to quantify the value of outcomes
  • Participating in quarterly business reviews with key customer stakeholders to communicate progress against the success plan and provide thought leadership on the customer maturity journey
  • Acting as the voice of the customer and providing feedback to Nexthink Product Management, R&D, Sales, and Marketing teams
  • Fostering collaboration within the Nexthink ecosystem and sharing best practices to enhance the customer experience and business outcomes
  • Updating our CRM database and ensuring customer data is accurate and reliable

Requirements include:

  • 5-10 years of experience as a Customer Success Manager working in the Software Industry with Large Enterprise Accounts and successful adoption of SaaS
  • Ability to drive the people, process, and technology aspects of a software solution to ensure adoption and value realization
  • Strong business acumen with the ability to use business context to generate creative, pragmatic solutions to achieve business objectives
  • Technical background or technological savvy to be able to learn Nexthink products and services, technologies, and business
  • Capable of gaining the respect of and interacting comfortably with senior leaders
  • Organized and structured, with the ability to facilitate difficult/complex situations
  • Strong understanding of IT Operations, ITSM processes (ITIL), or End User Compute/Client Management practices is preferred
  • Fluent in English (written as well as verbal)
  • This role will require 25-50% travel within the US, and sometimes internationally if required

We offer a competitive compensation package, including base salary, commission or performance bonus plan, equity, and comprehensive benefits. Our hybrid work model balances office and remote work, with structured onboarding to foster connections and team integration. We also provide free access to professional training platforms, a 401(k) plan featuring up to 4% company matching contributions, and unlimited paid time off on top of 15 days of holidays and 3 extra days for volunteering.