Senior Manager, Services GTM - NA

Role Overview

Nexthink is the leader in digital employee experience management software. This role sits at the intersection of sales and delivery – serving as the professional services (PS) face to the sales organisation in North America. It is responsible for owning the services narrative with sales, driving gold‑standard positioning, acting as the structured escalation point, and ensuring the value PS delivers is visible, measurable, and tied back to commercial outcomes.

• Partner with sales leadership to improve services attach rates and ensure PS is embedded early in key deals.
• Own and uphold the gold standard for service positioning across North America, owning the commercial narrative around services in the region.
• Support sales on high‑value or complex deals, providing expert input on services scope and value proposition.
• Ensure Solution Consultants and sales teams can confidently position services using the gold‑standard certification framework.
• Serve as structured, senior escalation point for the sales organisation at all levels, recording, tracking, and responding to all escalations.
• Investigate root cause, provide timely, clear updates, identify patterns and surface systemic issues to PS leadership.
• Work closely with PS teams to ensure initial value delivered is of consistently high quality and ensure customer outcomes are captured and communicated back to sales.
• Lead PS representation at NA QBRs, presenting escalation trends, quality metrics, and back‑to‑green outcomes; maintain presence in subregional business reviews.
• Support in navigating complex customer situations, protect key relationships, and drive resolution.
• Collaborate with cross‑functional stakeholders to align regional activities with broader business priorities.
• Monitor health of renewals and PS status across North America, develop and execute action plans for at‑risk renewals.
• Provide strategic and operational support to the sales‑to‑services handover process for strategic accounts; contribute to services scoping on high‑value or complex PS engagements.
• Manage and develop a team of mid‑to‑senior individual contributors, providing coaching and performance oversight.
• Set clear expectations and accountability for NA teams, aligned to operational standards and commercial targets set by PS leadership.
• Contribute to deal strategy on key accounts and collaborate with sales leadership on PS pipeline visibility.

• Proven experience operating at the interface of sales and professional services, not just delivery leadership.
• At least 5 years of cumulative leadership experience in PS, sales or both, including a track record of improving services positioning and attach rates.
• Experience managing a team of mid‑to‑senior level contributors with a coaching‑led approach.
• Strong experience in escalation management, remaining calm under pressure and driving issues to resolution.
• Experience delivering services to large enterprise organisations;
  SaaS and EUC industry background an advantage.
• Strong project‑management expertise with a track record of overseeing complex, customer‑facing engagements.
• Experience engaging C‑level sponsors and commercial buyers.
• The ability to identify systemic quality issues and translate them into actionable improvement plans.
• Comfort presenting to senior stakeholders in Q ‑style forums, representing PS with confidence and clarity.
• Excellent communication and relationship‑building skills, particularly with sales leaders and account executives.

The base salary for this role is $150,000–180,000 gross per year, with a total on‑target earnings (OTE) range of $210,000–250,000. Compensation includes fully paid health, dental, vision for employee and/or family, unlimited PTO, and other benefits.