Director of Customer Success

Nexthink - Boston, MA

Full-time - Senior

Remote - Boston, MA

501-1,000 employees

Professional, Scientific, and Technical Services

About the position

At Nexthink, we are not just leaders in the digital employee experience category; we invented it. Our solutions combine real-time analytics, automation, and employee feedback across all endpoints to help IT teams enhance the workplace experience. Our cloud-native platform identifies issues and solutions, automates responses, and enables companies to continuously improve their employees' experiences, making them more productive, efficient, and satisfied at work. With millions of endpoints deployed and over $100M in ARR, we have recently secured $180M in Series D financing, valuing our company at $1.1B. However, this is just the beginning of our journey. To support the growth of Nexthink, we are seeking a proficient leader and operator to scale our US region Customer Success team. This role will focus on building and growing the US Customer Success Management (CSM) team while also being hands-on with several high-profile customers. At Nexthink, our CSMs are not merely an extension of support; they are dedicated to ensuring that our customers derive constant value from the Nexthink platform. This involves owning the customers' maturity journey with Nexthink and ensuring they realize the full value of their investment. The CSM Director will need to master the art of helping customers build their Nexthink maturity through a structured and scalable approach. This includes developing maturity-based Customer Success Plans and collaborating with Sales, Professional Services, and Solution Consulting teams to drive operational success and foster long-term relationships with our strategic customers. Reporting to the SVP of Technical Services, you will be a key member of the customer success leadership team, guiding proactive, cross-functional alignment regionally. You will share and adopt best practices from other regions, ensuring alignment with our global methodology. A passion for being the face of the customers in your region and spearheading customer outcomes is essential. The ideal candidate will cultivate a customer-centric culture and possess a proven track record of building and leading high-performance customer success teams.

Responsibilities

• Show actual value and link to business by owning the customers' maturity journey.
• Build and maintain trusted relationships with Workplace Leaders.
• Identify and flag risks and opportunities.
• Plan and own customer maturity journey (Platform, People, Process, and Outcomes).
• Help Leaders show value to Executives.
• Ensure implementation of use cases and adoption of the product.
• Ensure product reputation and introduce additional products to the customer.
• Manage critical escalations operationally.
• Drive Workplace Leader Advocacy by connecting with the Nexthink community (user groups, Tech cafes).
• Develop maturity-based Customer Success Plans.
• Provide best practice advice and guidance (Platform, People, Process, and Outcomes).
• Create value tracker and adoption maturity/value content for Executive Business Reviews (EBRs).
• Flag and control risk during monthly Customer Success Plan reviews with Leaders.

Requirements

• 12+ years performing Customer Success Services, with experience in SaaS products through the sales and delivery lifecycle (onboarding, implementing, adoption, value realization, and retention).
• Extensive leadership experience, with 5+ years at the senior level within a matrixed environment.
• Experience in managing high-level customer relationships, negotiations, and transactions.
• Proven ability to create a performance- and metrics-focused culture.
• Experience in creating outcome-based services offerings for technically complex products.
• Ability to work with cross-functional teams in a matrix environment to achieve company objectives.
• Excellent reporting skills and the ability to effectively communicate key initiatives and measures across the business to drive proper escalation processes and management of risk.
• Strong empathy for customers and a passion for growth.
• Analytical and process-oriented mindset.
• Enthusiastic and creative leader with the ability to inspire others.
• Team player able to work collaboratively with internal and external team members.

Nice-to-haves

• Experience in a fast-paced growing company environment.
• Familiarity with customer success metrics and KPIs.

Benefits

• Flexible Hours and unlimited vacation (employees have unlimited paid time off on top of the 15 days of holidays).
• 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 interests and enhance skills.
• Up to 16 weeks of paid leave for birthing parents/primary caregivers, 6 weeks for secondary caregivers.
• 401(k) plan featuring up to 4% company matching contributions, vesting immediately.
• Bonuses for referring successful hires after three months of continuous employment.