Senior Customer Success Manager Federal/National Defense

Nexthink - Washington, DC

Full-time - Mid Level

Remote - Washington, DC

501-1,000 employees

Professional, Scientific, and Technical Services

About the position

The Customer Success Manager at Nexthink is responsible for supporting growth and customer retention in North America by managing a portfolio of strategic customers. The role focuses on guiding customers through their Digital Employee Experience (DEX) journey, ensuring the effective integration of Nexthink solutions, and driving adoption throughout the customer lifecycle. This position requires collaboration with various teams to achieve positive customer outcomes and identify upsell opportunities.

Responsibilities

• Own and execute a comprehensive customer success plan for 12-15 Nexthink Enterprise customers.
• Build relationships with key leadership contacts within the CIO organization and other stakeholders.
• Identify, define, track, measure, and share the overall impact and value of Nexthink for customers.
• Align on account strategy with the broader account team to deliver on-time renewals and achieve renewal targets.
• Identify new opportunities for Nexthink through Professional Services engagements or upsell/cross-sell of additional services.
• Maintain regular cadence with customer contacts to understand sentiment and issues, escalating critical issues as needed.
• Host workshops to educate customers on product use and quantifying value outcomes.
• Participate in quarterly business reviews with key customer stakeholders to communicate progress and provide thought leadership.
• Act as the voice of the customer and provide feedback to Nexthink's Product Management, R&D, Sales, and Marketing teams.
• Update the CRM database to ensure customer data is accurate and reliable.

Requirements

• 5-10 years of experience as a Customer Success Manager in the Software Industry with Large Enterprise Accounts.
• Ability to drive the people, process, and technology aspects of a software solution for adoption and value realization.
• Strong business acumen to generate creative solutions to achieve business objectives.
• Entrepreneurial mindset to work independently with good judgment.
• Technical background or technological savvy to learn Nexthink products and services.
• Excellent written, oral, and interpersonal communication skills.
• Organized and structured with the ability to facilitate complex situations.
• Strong understanding of IT Operations, ITSM processes (ITIL), or End User Compute/Client Management practices.

Nice-to-haves

• Understanding of the IT project delivery lifecycle and digital transformation initiatives.
• Strong customer-facing and presentation skills.

Benefits

• 100% covered health, dental, and vision insurance.
• Access to life insurance, long-term disability, and accidental death/personal loss coverage.
• Flexible hours and unlimited vacation.
• Hybrid work model with structured onboarding.
• 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.