Ai-Driven Smb Retention & Success Manager

Hotdoc; Melbourne; Hybride; AUD 100 000 - 140 000; Plein temps

Avantages offerts par ce poste

Global Gratitude and Recharge Days

Flexible, paid time off policy

Employee wellness programs and coun­se

Meaningful peer recognition and awards

Paid parental leave

Invention/patenting assistance

Community impact, paid volunteer time,

Intercultural learning and celebration

Résumé du poste

Nintex is seeking a Customer Success Manager to drive product adoption and maximize customer value across our global client base. The role focuses on maintaining customer health through telemetry, engagement, and cross-functional collaboration to deliver successful outcomes.

You will co-create value-driven success plans, oversee onboarding, drive adoption, manage renewals, identify expansion opportunities, and advocate for customers to help shape product strategy.

Qualifications

• Bachelor’s degree in related field or equivalent combination of education and experience.
• 3–5 years of experience in Customer Success, Account Management, or customer-facing roles in SaaS/tech.
• Experience with Salesforce; Tingono is a plus.

Responsabilités

• Co-create and manage success plans aligned with customer goals and value realization.
• Lead onboarding, training, and early adoption with regular check-ins.
• Build trusted relationships with users and stakeholders; surface opportunities for expansion.
• Support renewals with data-driven insights on product value and usage health.
• Identify unmet use cases and collaborate on expansion opportunities.
• Highlight product feedback and advise on modernization to improve outcomes.

Connaissances

Salesforce

Tingono

Formation

Bachelor’s degree in related field

Description du poste

Nintex, the possibility engine™ helps companies unlock the power of endless possibilities. Today, more than 8,500 public and private sector organizations across more than 100 countries turn to the Nintex platform to automate how work gets done, remove friction from business processes, and unlock the full potential of their people.

We are a diverse global team who - together - leaps into challenges, seizes opportunities, and lifts each other up as we adapt and build towards one common purpose: helping companies unlock the power of endless possibilities.

About the role:

The Customer Success Manager (CSM) is responsible for driving product adoption and maximizing customer value to support retention. The CSM manages day-to-day customer health and engagement, fostering growth through regular interactions, actionable insights, and telemetry data, while collaborating cross-functionally to ensure smooth execution of success plans.

Your contribution will be:

Territory & Account Planning

• Co-create success plans aligned with customer goals, lifecycle maturity, and long-term value realization
• Deliver telemetry-driven insights on adoption, usage, and whitespace to inform retention and growth strategies
• Maintain continuous engagement through feedback loops, sentiment tracking, and milestone alignment

Onboarding & Enablement

• Create onboarding plan and lead onboarding, facilitate training, and early adoption
• Deliver key check-ins (e.g., 30/90-day) to ensure progress, alignment, and issue resolution
• Surface blockers, collect feedback, and drive resolution
• Act as the voice of the customer internally, influencing product and success strategy
• Transition to steady state with clear success metrics and hand-off documentation

Relationship Development

• Build trusted relationships with day-to-day users, champions, LOB leaders, and operational leaders
• Identify new champions and nurture them into internal advocates
• Flag opportunities to deepen engagements via advocacy
• Track usage, adoption, and health to highlight business outcomes, ROI, gaps, opportunities and to flag risks
• Develop success plans to close gaps in adoption and ensure full value realization
• Gather and share product-specific feedback
• Proactively resolve challenges and escalations
• Deliver CBR-ready scorecards, success metrics and future state recommendations

Renewals

• Support renewal motion with data-driven insights on product value and usage health
• Own 180/270/300/330-day health reviews and risk mitigation plans for renewals
• Proactively identify churn signals and implements turnaround plays
• Document and share adoption success stories to support renewal messaging

Expansion

• Identify unmet use cases, product gaps, or business needs to drive growth
• Collaborate with AD to validate and position expansion opportunities using adoption data and customer outcomes
• Build success plans that align new product adoption with customer business outcomes
• Track expansion execution, post-sale enablement, and early success indicators

Modernization

• Surface modernization as a strategic initiative during value realization or adoption checkpoints
• Share usage data and pain points that support the need for modernization
• Reinforce business value during the transition and supports change management planning with the customer

To be successful , we think you need:

• Bachelor’s degree in related field or equivalent combination of education and experience
• 3-5 years of experience in Customer Success, Account Management, or customer-facing roles, ideally in SaaS or technology environments
• Experience with Salesforce
• Experience with Tingono is a plus

Discover #LifeAtNintex

Hear from our current customer success team and learn how you grow your career with learning & progression whilst working to support customers across the globe.

Hear from Sam, current customer success manager based in Johannesburg:

Discover all that #LifeAtNintex has to offer

Nintex has a hybrid working model, enabling us to build culture, learn, and grow together. We intentionally connect and collaborate, while emphasizing flexibility with a blend of at‑home and in‑office work. This role is a hybrid role in our local Nintex office.

While our offerings differ from country to country, we offer our entire global workforce an array of exciting perks and benefits, including

• Global Gratitude and Recharge Days
• Flexible, paid time off policy
• Employee wellness programs and counseling resources
• Meaningful peer recognition and awards
• Paid parental leave
• Invention/patenting assistance
• Community impact, paid volunteer time, and opportunities
• Intercultural learning and celebration
• Multiple tools through which to learn and grow, and an incredible global community

View more about our benefits here: .

We are a 2023 Circle Back Initiative Employer - we commit to respond to every applicant.

Brisbane
Australia - (Sydney)
Australia - (Melbourne)
Full time
R
Academic Success Manager

Why join us

We know that your wellbeing and happiness are key to a long and successful career. We are delighted to offer country specific benefits.

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.