Senior Customer Success Manager

About Nexthink

Nexthink leads the digital employee experience management market, delivering software solutions that empower IT leaders to gain unparalleled visibility into the digital workplace. Their platform enables proactive identification, diagnosis, and resolution of employee-related IT issues across applications and networks, enhancing digital experiences for over 25 million employees worldwide. Headquartered in Lausanne, Switzerland, and Boston, Massachusetts, Nexthink operates in nine global offices.

Role Overview

This position supports growth and retention efforts within Nexthink's North American enterprise customer base. You will manage up to 20 strategic accounts, steering customers through their Digital Employee Experience (DEX) journey by applying Nexthink’s DEX Methodology. Key aspects of the role include developing customer success plans, tracking value realization, and leading executive business reviews.

Key Responsibilities

• Design and implement comprehensive customer success plans focusing on people, processes, technology, communication, and value to seamlessly integrate Nexthink solutions and advance customers' DEX journeys.
• Establish yourself as a trusted advisor by cultivating strong relationships with CIO organizations and influential stakeholders, understanding their industry context, challenges, and market dynamics.
• Define, measure, and communicate the business impact and value of Nexthink solutions while guiding customers to achieve their desired outcomes.
• Drive timely contract renewals by aligning account strategy with internal teams and emphasizing value tracking.
• Identify growth opportunities including professional services engagements and upsell or cross-sell of Nexthink offerings.
• Maintain ongoing engagement with customers to monitor satisfaction and flag potential renewal risks, collaborating closely with account managers and support teams.
• Conduct DEX workshops to educate customers on product usage and outcome value quantification.
• Co-lead quarterly executive business reviews, presenting progress and strategic insights aligned with success plans.
• Represent the customer's voice internally, providing feedback to product management, R&D, sales, and marketing teams.
• Foster collaboration across the Nexthink ecosystem to share best practices and optimize customer experiences.
• Maintain accurate customer data within the CRM system.

Qualifications

• Minimum 5 years' experience as a Customer Success Manager managing large enterprise SaaS accounts within the software industry.
• Proficiency in applying the DEX Methodology focused on people, process, technology, communication, and value realization.
• Strong business acumen with the ability to devise practical solutions aligned with business goals.
• Self-motivated and entrepreneurial approach with sound judgment and escalation capabilities.
• Technical aptitude sufficient to understand Nexthink products, related technologies, and digital transformation initiatives.
• Adept at building relationships at all organizational levels from technical users to C-suite executives.
• Excellent oral, written, and interpersonal communication skills suitable for engaging senior leadership.
• Highly organized, skilled at managing complex situations and facilitating outcomes.
• Results-driven, with a proactive attitude towards achieving objectives.
• Preferred knowledge in IT Operations, ITSM (ITIL), or End User Compute/Client Management.
• Strong presentation and customer-facing skills.
• Fluent English communication skills.
• Willingness to travel 25-50% within the US and occasionally internationally.

Additional Details

Nexthink pioneers a unique IT market category reshaping the future of the workplace by offering complete digital visibility to IT teams through integrated analytics, automation, and employee feedback.

Benefits and Rewards

• Comprehensive US employee benefits including 100% company-covered health, dental, and vision insurance along with life insurance and disability coverage.
• Flexible working hours with unlimited paid time off in addition to 15 holidays, 11 company holidays, and 3 volunteer days.
• Hybrid work environment balancing office and remote work complemented by structured onboarding programs.
• Access to professional development resources to enhance skills and explore interests.
• Parental leave offering up to 16 weeks paid for primary caregivers and 6 weeks for secondary caregivers.
• 401(k) retirement savings plan with up to 4% company match and immediate vesting.
• Employee referral bonus program after three months of employment.

Salary is based on factors such as location, experience, skills, and education, and will be discussed during the recruitment process.