Senior Customer Success Manager

Nexthink - New York, NY

Full-time - Mid Level

Remote - New York, NY

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. The position requires collaboration with various teams to drive positive customer 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 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 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 for adoption and value realization.
• Strong business acumen to generate creative, pragmatic 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 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.