Senior Customer Success Manager

Overview

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. As the first solution to allow IT to progress from reactive problem solving to proactive optimization, Nexthink enables its more than 1,200 customers to provide better digital experiences to more than 15 million employees.

Dual headquartered in Lausanne, Switzerland and Boston, Massachusetts, Nexthink has 9 offices worldwide.

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.

Key pillars to the Customer Success Team are: (i) Customer Success Plan, (ii) Value Tracking and (ii) 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 be expected to work collaboratively with Sales, Solution Consulting, Professional Services, Customer Support and Product teams to drive positive customer outcomes, renewals and upsell opportunities.

Main functions:

• Aligned 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.
• Be a Trusted Advisor to the Customer:
  Build relationships with key leadership contacts within the CIO organization and other influential stakeholders. Have a POV on the customer industry, competitive landscape, and the DEX market. 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 hold them accountable. Evangelize the customer's success (internally, and with Customer stakeholders).
• Deliver on-time Renewals & Achieve Renewal Targets:
  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).
• Achieve Expansion Targets:
  Identify new opportunities for Nexthink, either through Professional Services engagements, or upsell/cross-sell of additional Nexthink services and solutions. Align with the Account Team on expansion strategies and upsells to deliver results.
• Maintain Customer Health:
  Have regular cadence with the right Customer contacts and understand current sentiment and issues. Identify and escalate any critical issue or risk of renewals, collaborating with the Account Team including Account Managers, Solution Consultants, Professional Services and Support Teams.
• 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.
• In partnership with the Account manager, 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 required 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 (internal and external) and share best practices to enhance the customer experience and business outcomes.
• Update our CRM database and make sure that customer data is always 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 that enables you to successfully work independently with little guidance; using good judgment to escalate issues when needed.
• Technical background or technological savvy to be able to learn Nexthink products and services, technologies and business. (Understanding of the IT project delivery lifecycle and digital transformation…