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Nexthink - Houston, TX
posted 2 months ago
About the position
The Senior Customer Success Manager at Nexthink is responsible for driving customer growth and retention in the USA by managing a portfolio of strategic customers. This role focuses on guiding customers through their Digital Employee Experience (DEX) maturity journey, ensuring the adoption of Nexthink solutions throughout the customer lifecycle. The position requires collaboration with various internal teams to enhance customer outcomes and identify upsell opportunities, making it a key role within the Technical Services team.
Responsibilities
- Own and execute a comprehensive customer success plan for 12-15 Nexthink Enterprise customers.
- Engage and build relationships with key technical leadership contacts as a trusted advisor.
- Identify new opportunities for Nexthink through Professional Services engagements or upsell/cross-sell.
- Collaborate with the Account Team to escalate critical issues or risks of renewals.
- Ensure renewal through extensive use of Value Tracking activities.
- Host workshops to educate customers on product use and quantifying value outcomes.
- Participate in quarterly business reviews with key customer stakeholders.
- Act as the voice of the customer and provide feedback to internal teams.
- Foster collaboration within the Nexthink ecosystem and share best practices.
- Update the CRM database to ensure customer data accuracy.
Requirements
- 5-10 years of experience as a Customer Success Manager in the Software Industry with Large Enterprise Accounts.
- Ability to drive people, process, and technology aspects of a software solution.
- Strong business acumen to generate creative solutions for business objectives.
- Entrepreneurial mindset to work independently with good judgment.
- Technical background 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, or End User Compute practices is preferred.
- Strong customer-facing and presentation skills.
- Fluent in English (written and verbal).
Nice-to-haves
- Experience with ITSM processes (ITIL).
- Familiarity with End User Compute/Client Management practices.
Benefits
- 100% covered company benefits including health, dental, and vision insurance.
- Access to life insurance, long-term disability, and accidental death/personal loss coverage.
- Flexible hours and unlimited vacation policy.
- 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.
