Senior Customer Success Manager

Nexthink - Boston, MA

Full-time - Mid Level

Remote - Boston, MA

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 adoption of Nexthink solutions, and fostering long-term partnerships. Key responsibilities include executing customer success plans, delivering value tracking, and conducting executive business reviews to drive positive outcomes and operational success.

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 solutions.
• Align on account strategy with the broader account team to deliver on-time renewals and achieve renewal targets.
• Identify new opportunities for upsell/cross-sell of Nexthink services and solutions.
• Maintain regular cadence with customer contacts to understand sentiment and issues.
• Host workshops to educate customers on product use and quantifying value outcomes.
• Participate in quarterly business reviews with key customer stakeholders to communicate progress against the success plan.
• Act as the voice of the customer and provide feedback to Nexthink's internal teams.
• 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 the people, process, and technology aspects of a software solution.
• 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.
• Strong customer-facing and presentation skills.
• Fluent in English (written and verbal).

Nice-to-haves

• Understanding of the IT project delivery lifecycle and digital transformation initiatives.

Benefits

• 100% covered health, dental, and vision insurance.
• 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.