Nexthink

Senior Customer Success Manager

Boston, MA, United States · Senior

Sponsorship not specified$25k-$50kDetected 28 days ago

Product ManagementCRMCustomer SuccessCustomer SupportCadenceLeadershipCommunicationCollaborationProblem Solving

About the role

Nexthink is the leader in digital employee experience management software.
The company provides IT leaders with unprecedented insight allowing them to see, diagnose and fix issues at scale impacting employees anywhere, with any application or network, before employees notice the issue.
Dual headquartered in Lausanne, Switzerland and Boston, Massachusetts, Nexthink has 9 offices worldwide.

You will be expected to lead the customer to success in their DEX Journey.
This is a key position within the Technical Services team and the successful candidate will be expected to work collaboratively with Sales, Solution Consulting, Professional Services, Customer Support and Product teams to drive positive customer outcomes, operational success, renewals and upsell opportunities.
Build relationships with key leadership contacts within the CIO organization and other influential stakeholders.
Align on account strategy with the broader account team and work to help deliver an on-time renewal (through extensive value-tracking activities and other CSM efforts)
Align with the Account Team on expansion strategies and upsells to deliver results.
Deliver DEX workshops to the customer that support educating and development of the customer journey in the use of the product and how to quantify the value of outcomes.
Ability to drive the DEX Methodology (people, process, technology, communication, value) to ensure adoption and value realization.
Ability to effectively manage, guide, and build rapport within all parts of the customer's hierarchy, from the technical teams to the C-suite.
Building relationships with our customers is key.
Have a "can do" attitude to own and drive results.

5+ years of experience as a Customer Success Manager working in the Software Industry with Large Enterprise Accounts and successful adoption of SaaS.
Strong understanding of IT Operations, ITSM processes (ITIL), or End User Compute/Client Management practices is preferred.
This role will require 25-50% travel within the US, and sometimes internationally if required.

Entrepreneurial mindset that enables you to successfully work independently with little guidance; using good judgment to escalate issues when needed.
🏖️ Flexible Hours and unlimited vacation (employees have unlimited paid time off on top of the 15 days of holidays we offer), 11 company-paid holidays, and 3 extra days for volunteering.
🍼 Up to 16 weeks of paid leave for birthing parents/primary caregivers, 6 weeks for secondary caregivers.
💰 Plan for the future with a 401(k) plan featuring up to 4% company matching contributions, vesting immediately, to grow your retirement savings.

As the first solution to allow IT to progress from reactive problem solving to proactive optimization, Nexthink enables its more than 1,300 customers to provide better digital experiences to more than 18 million employees.
This role is to support growth and customer retention in North America and will be responsible for a portfolio of our strategic enterprise customers.
The primary objective of the role is to help guide Customers along their DEX journey, following Nexthink's DEX Methodology, to drive growth and adoption throughout the entire customer lifecycle.
This means providing support and best practices on getting started with DEXOps, developing a plan for adoption of DEX into the Customer's ecosystem, and ensuring positive outcomes for your customers while solidifying their long-term partnership with Nexthink.
Aligned to up to 20 Nexthink Enterprise customers, you will own and execute a comprehensive customer success plan that emphasizes the critical pillars of people, processes, technology, communication and value, all aimed at effectively integrating Nexthink solutions and building a DEX journey.

This listing is sourced directly from Nexthink's careers page and normalized into a canonical job model.