Senior Customer Success Manager

Overview

Nexthink is the leader in digital employee experience management software. The company provides IT leaders with insight to see, diagnose and fix issues at scale impacting employees anywhere, with any application or network, before employees notice the issue. Nexthink enables its customers to provide better digital experiences to more than 15 million employees, with over 1,200 customers. Nexthink is dual headquartered in Lausanne, Switzerland and Boston, Massachusetts, and has 9 offices worldwide.

This role is to support growth and customer retention in North America and will be responsible for a portfolio of strategic enterprise customers. The primary objective is to help guide customers along their DEX journey, following Nexthink’s DEX Methodology, to drive growth and adoption throughout the entire customer lifecycle. Key pillars to the Customer Success Team are: (i) Customer Success Plan, (ii) Value Tracking, and (iii) Executive Business Reviews.

You will be expected to lead the customer to success in their DEX Journey. 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.

This is a key position within the Technical Services team and the successful candidate will work collaboratively with Sales, Solution Consulting, Professional Services, Customer Support and Product teams to drive positive customer outcomes, renewals and upsell opportunities.

• Aligned to up to 20 Nexthink Enterprise customers, own and execute a comprehensive customer success plan emphasizing people, processes, technology, communication and value to integrate Nexthink solutions and build a DEX journey.
• Be a Trusted Advisor to the Customer: build relationships with key leadership contacts within the CIO organization and other influential stakeholders. Understand the customer’s technical challenges and dependencies.
• Deliver Value for the Customer: identify, define, track, measure and share the overall impact and value of Nexthink. Guide the Customer on their journey and evangelize the customer’s success.
• Deliver on-time Renewals & Achieve Renewal Targets: align on account strategy with the broader account team and work to deliver on-time renewals through value-tracking activities and other CSM efforts.
• Achieve Expansion Targets: identify new opportunities for Nexthink through Professional Services engagements or upsell/cross-sell of additional Nexthink services and solutions. Align with the Account Team on expansion strategies.
• Maintain Customer Health: have regular cadence with the right Customer contacts, understand current sentiment and issues, and identify and escalate critical risks to renewals in collaboration with the Account Team.
• Deliver DEX workshops to educate and develop the customer journey in the use of the product and how to quantify the value of outcomes.
• Participate in quarterly business reviews (Executive Business Reviews) with key customer stakeholders to communicate progress against the success plan and provide thought leadership on the customer journey focused on outcomes.
• Act as the voice of the customer and provide feedback to Nexthink Product Management, R&D, Sales and Marketing teams.
• Foster collaboration within the Nexthink ecosystem and share best practices to enhance the customer experience and business outcomes.
• Update our CRM database and ensure customer data is accurate and reliable.

• 5+ years of experience as a Customer Success Manager working in the software industry with large enterprise accounts and successful adoption of SaaS.
• Ability to drive the DEX Methodology (people, process, technology, communication, value) to ensure adoption and value realization.
• Strong business acumen with the ability to use business context to generate creative, pragmatic solutions to achieve business objectives.
• Entrepreneurial mindset with the ability to work independently with minimal guidance; good judgment to escalate issues when needed.
• Technical background or…