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Senior Customer Success Manager
NexthinkSenior Customer Success Manager supporting growth and retention for enterprise customers in North America. Collaborating with various teams to enhance the digital employee experience at Nexthink.
Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Support growth and customer retention in North America for strategic enterprise customers
- Guide customers along their DEX journey following Nexthink’s DEX Methodology
- Lead customers to success in their DEX journey by providing support and best practices
- Collaborate with Sales, Solution Consulting, Professional Services, Customer Support and Product teams
- Execute a comprehensive customer success plan emphasizing people, processes, technology, communication and value
- Build relationships with key leadership contacts within the customer’s organization
- Identify, define, track, measure and share the overall impact and value of Nexthink
- Deliver on-time renewals and achieve expansion targets through Professional Services engagements
- Maintain customer health with regular cadence and understanding of sentiment and issues
- Deliver DEX workshops to support the customer journey
- Participate in quarterly business reviews with key stakeholders
- Provide feedback to Nexthink Product Management, R&D, Sales and Marketing teams
- Update CRM database ensuring accurate and reliable customer data
Requirements
What you’ll need- 5+ years of experience as a Customer Success Manager in the Software Industry with Large Enterprise Accounts
- Ability to drive the DEX Methodology (people, process, technology, communication, value)
- Strong business acumen for creative, pragmatic solutions to achieve business objectives
- Entrepreneurial mindset to work independently
- Technical background or technological savvy for Nexthink products and services
- Ability to manage and build rapport with all parts of the customer’s hierarchy
- Excellent written, oral, and interpersonal communication skills
- Organized and structured to facilitate complex situations
- Strong understanding of IT Operations, ITSM processes (ITIL) or End User Compute/Client Management practices
- Strong customer-facing and presentation skills
- Fluent in English (written and verbal)
- Willingness to travel 25-50% within the US, sometimes internationally
Benefits
Comp & perks- 100% covered company benefits (health, dental, vision)
- Access to life insurance
- Long-term disability insurance
- Accidental death/personal loss coverage
- Flexible hours and unlimited vacation
- 11 company-paid holidays
- 3 extra days for volunteering
- Hybrid work model
- Free access to professional training platforms
- Up to 16 weeks of paid leave for birthing parents/primary caregivers
- 6 weeks for secondary caregivers
- 401(k) plan with up to 4% company matching contributions
- Bonuses for referring successful hires after three months of continuous employment
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer Success ManagementDEX MethodologyIT OperationsITSM Processes (ITIL)Customer Health MonitoringCRM Database ManagementBusiness ReviewsTechnical BackgroundEnterprise Account ManagementExpansion Targets
Soft Skills
Excellent Communication SkillsOrganizational SkillsInterpersonal SkillsEntrepreneurial MindsetRelationship Building