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Customer Service
Senior Customer Success Manager
@Nexthink
[Hiring] Senior Customer Success Manager @Nexthink
Feb 21, 2025 - Nexthink is hiring a remote Senior Customer Success Manager. đź’¸ Salary: 105k - 160k base. đź“ŤLocation: USA.
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Role Description
This role is to support growth and customer retention in North America and will be responsible for a portfolio of our strategic customers. The primary objective of the role is to help guide them along their DEX journey of people, process, and technology by driving adoption throughout the entire customer lifecycle. Key Pillars to the Customer Success Team are: (i) Customer Success Plan, (ii) Value Tracking, and (ii) Executive Business Reviews.
- Aligned to approximately 12-15 Nexthink Enterprise customers, you will own and execute a comprehensive customer success plan that emphasizes the critical pillars of people, processes, and technology, all aimed at effectively integrating Nexthink solutions and building DEX journey.
- Be a Trusted Advisor to the Customer: Build relationships with key leadership contacts within the CIO organization and other influential stakeholders. Have a POV on the customer’s industry, competitive landscape, and the DEX market. Understand the customer’s technical challenges and dependencies.
- Deliver Value for the Customer: Identify, define, track, measure and share the overall impact and value of Nexthink. Guide the Customer on their journey and hold them accountable. Evangelize the customer’s success (internally and with Customer stakeholders).
- Deliver on-time Renewals & Achieve Renewal Targets: Align on account strategy with the broader account team and work to help deliver an on-time renewal (through extensive value-tracking activities and other CSM efforts).
- Achieve Expansion Targets: Identify new opportunities for Nexthink, either through Professional Services engagements or upsell/cross-sell of additional Nexthink services and solutions. Align with the Account Team on expansion strategies and upsells to deliver results.
- Maintain Customer Health: Have regular cadence with the right Customer contacts and understand current sentiment and issues. Identify and escalate any critical issue or risk of renewals, collaborating with the Account Team, including Account Managers, Solution Consultants, Professional Services, and Support Teams.
- Host workshops that support educating and development of the customer journey in the use of the product and how to quantify the value of outcomes.
- In partnership with the Account manager, participate in quarterly business reviews with key customer stakeholders to communicate progress against the success plan and provide thought leadership on the customer journey focused on required outcomes.
- Act as the voice of the customer and provide feedback to Nexthink Product Management, R&D, Sales and Marketing teams.
- Foster collaboration within the Nexthink ecosystem (internal and external) and share best practices to enhance the customer experience and business outcomes.
- Update our CRM database and make sure that customer data is always accurate and reliable.
Qualifications
- 5+ 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.
- Entrepreneurial mindset that enables you to successfully work independently with little guidance; using good judgment to escalate issues when needed.
- Technical background or technological savvy to be able to learn Nexthink products and services, technologies and business. (Understanding of the IT project delivery lifecycle and digital transformation initiatives is preferred.)
- Excellent written, oral, and interpersonal communication skills; capable of gaining the respect of and interacting comfortably with senior leaders.
- Organized and structured, with the ability to facilitate difficult/complex situations.
- Have a “can do” attitude to own and drive results.
- Strong understanding of IT Operations, ITSM processes (ITIL), or End User Compute/Client Management practices is preferred.
- Strong customer-facing and presentation skills.
- Fluent in English (written as well as verbal).
- This role will require 25-50% travel within the US, and sometimes internationally if required.
Benefits
- 100% covered company benefits that consist of health, dental, vision as well as access to life insurance, long-term disability, and accidental death/personal loss coverage.
- Flexible Hours and unlimited vacation (employees have unlimited paid time off on top of the 15 days of holidays we offer), 11 company-paid holidays, and 3 extra days for volunteering.
- Hybrid work model that balances office and remote work, with structured onboarding to foster connections and team integration.
- Free access to professional training platforms to explore your interests and enhance your skills.
- Up to 16 weeks of paid leave for birthing parents/primary caregivers, 6 weeks for secondary caregivers.
- Plan for the future with a 401(k) plan featuring up to 4% company matching contributions, vesting immediately, to grow your retirement savings.
- Bonuses for referring successful hires after three months of continuous employment.
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| đź“Ť | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
đź’¸
105k - 160k base
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Feb 21, 2025
|
️
| đź“Ť | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
