Senior Customer Success Manager

About Nintex

Nintex develops process intelligence and automation technology that helps organizations improve how work gets done. Used by more than 10,000 public and private sector customers across 90 countries, the platform supports digital transformation by streamlining, automating, and improving business processes. Well-known companies such as Amazon, Coca-Cola, and Microsoft rely on Nintex to move faster and operate more efficiently.

The company promotes a collaborative, energetic, and fast-moving environment where curiosity, initiative, accountability, and customer focus are valued. Nintex emphasizes innovation, problem-solving, empathy, and practical action to create positive outcomes for customers and teams.

Role Overview

The Senior Customer Success Manager is accountable for increasing product adoption, proving customer value, and protecting retention across a larger and more complex portfolio. The role uses usage data, adoption indicators, and customer health insights to guide priorities, reduce risk, and uncover growth opportunities. It requires a high degree of independence and close collaboration with other teams to run scalable success programs and deliver consistent outcomes.

Territory and Account Planning

• Partner with customers to build success plans tied to their goals, maturity stage, and long-term value outcomes.
• Prepare executive-level insights based on telemetry, adoption behavior, and whitespace to support retention and expansion strategy.
• Maintain regular engagement across the account base using feedback, sentiment trends, and milestone tracking.
• Spot critical moments such as renewal, expansion, modernization, or risk and adjust the plan ahead of time.
• Guide colleagues on strong account planning and the quality of success plans.

Onboarding and Enablement

• Design onboarding plans and lead implementation, training, and early adoption for strategic or complex customers.
• Run 30-day and 90-day check-ins to confirm progress, alignment, and issue resolution, including executive sponsor involvement when required.
• Escalate blockers, gather feedback, and coordinate resolution across multiple internal teams.
• Represent the customer internally and help shape product and success strategy through practical, outcome-focused recommendations.
• Move customers into steady-state management using scalable success measures, repeatable playbooks, and clear handoff documentation.
• Identify recurring onboarding pain points and contribute improvements to onboarding processes.

Relationship Development

• Develop strong relationships with daily users, champions, business leaders, operational owners, and senior stakeholders.
• Identify and grow new champions into active sponsors and advocates.
• Spot opportunities to expand advocacy through references, stories, events, advisory groups, and analyst reviews.
• Handle complex stakeholder environments and competing priorities effectively.

Value Realization and Adoption

• Monitor usage, adoption, and account health to surface business results, ROI, gaps, opportunities, and risk across the portfolio.
• Continuously update success plans to close adoption gaps and maximize realized value.
• Collect product feedback and present it with clear prioritization and customer impact.
• Take ownership of difficult issues and drive major escalations through to resolution.
• Prepare executive-ready scorecards, success metrics, and recommendations for future-state planning.
• Coach other Customer Success Managers on outcome-based conversations and value storytelling.

Renewals

• Support renewals with data-backed guidance on product value and usage health.
• Own monthly health reviews and risk mitigation actions for renewal accounts.
• Identify churn warning signs early and apply structured recovery and turnaround approaches.
• Record and share adoption wins to shape renewal strategy and leadership decisions.

Expansion

• Discover unmet use cases, product gaps, and business needs that can create growth within existing accounts.
• Work with Account Directors to confirm and position expansion opportunities using adoption evidence and customer outcomes.
• Create success plans that connect new product adoption to measurable business results and executive goals.
• Track expansion delivery, post-sale enablement, and early success signals to support long-term retention of the expanded footprint.

Modernization

• Introduce modernization as a strategic topic during adoption and value reviews.
• Use usage data and pain points to justify modernization with quantified business impact.
• Support the transition by reinforcing business value and partnering on change management and risk reduction.

Leadership and Scale

• Model strong customer success practices and customer advocacy behavior.
• Coach and mentor Customer Success Managers on complex accounts, executive communication, and risk handling.
• Help improve success frameworks, playbooks, and internal tools.

Requirements

• A bachelor’s degree in a relevant discipline, or an equivalent mix of education and professional experience.
• 5 to 8 years of experience in Customer Success, Account Management, or another customer-facing role, preferably in SaaS or technology.
• Hands-on experience with Salesforce.
• Experience using a Customer Success Management platform is considered an advantage.

Additional Information

Nintex offers a hybrid working approach that blends remote flexibility with intentional in-person and asynchronous collaboration. Although this role is remote, there will be planned opportunities to connect with teammates both online and face to face.

Perks and Benefits

• Global Gratitude and Recharge Days
• Flexible paid time off
• Wellness support and counseling resources
• Peer recognition and awards
• Paid parental leave
• Support for invention and patent filing
• Paid volunteer time and community impact opportunities
• Cross-cultural learning and celebrations
• Access to learning tools, growth opportunities, and a global community