Customer Success Manager

Buscojobs; Greater London; On-site; GBP 40,000 - 80,000; Full time

Job description

At Nintex, we are transforming the way people work, everywhere.

As the global standard for process intelligence and automation, we're trusted by over 10,000 public and private sector organizations across 90 countries. Our customers, from industry giants like Amazon, Coca-Cola, and Microsoft, rely on the Nintex Platform to accelerate their digital transformation journeys by managing, automating, and optimizing business processes quickly and efficiently. We improve their lives through the technology we build.

We are committed to fostering a workplace that supports amazing people in doing their very best work every day. Collaboration is constant, our workplace is fun, the environment is fast-paced, and we value our people’s curiosity, ideas, and enthusiasm. Driven by passion and accountability, we take initiative, measure progress, and deliver results. Our culture fosters innovation and problem-solving, fueled by curiosity and a commitment to thinking big. Together, we move with agility, prioritize customer needs, and build unity through empathy, leaving a positive impact wherever we go.

About the role :

The Customer Success Manager is responsible for adoption, usage, and account growth for existing medium spend (ARR) customers at Nintex. This role is responsible for reactive intervention with a number of customers based on a specific outcome of customer usage and overall patterns of product consumption. Goal is to help assigned customers get the most out of their Nintex investments, by driving scaled plays for adoption, usage and account growth.

This position also serves as a liaison between customer success, support, product, and sales and requires the ability to manage multiple engagements simultaneously. Critical elements to success include being proactive, results-driven, tenacious, and possessing the proven ability to engage and influence all levels of customers from business teams to executive and senior management.

Your contribution will be :

Adoption and Active Use

1. Coordinate with Nintex Account Managers on opportunities for upsell or cross-sell based on overall product usage within the account.
2. Coordinate with professional services and renewals to remediate customers with adoption challenges based on down ticks in usage.
3. Work with customers directly to surface opportunities for training and knowledge base expansion for customers who have flat adoption levels.
4. Help deliver macro-CS plays to drive large scale knowledge base transfer and increases in retention.
5. Partner with the Sales team on customer feedback of interest and driving usage and adoption.
6. Monitor customer service for support issues raised, overcome technical roadblocks, and escalate at-risk accounts as necessary.
7. Support reporting on broad based trends among customer group to identify areas of improvement and opportunity.

Evangelism and Enablement

1. Lead evangelism as a trusted advisor from Nintex to the customer.
2. Be the voice from the field and gain intelligence on what our customers and partners are doing with our products to improve their businesses.
3. Drive Nintex business relevant content via partners and / or direct to customers.
4. Enablement – delivering Nintex ‘how to’ coaching to workflow professionals in coordination with the partner of record, if applicable.
5. Product feedback and feature gaps delivered on behalf of customer to R&D.
6. Collaborate with Engineering to define requirements or use cases for new features or enhancements to address customer feedback.
7. Reactive engagement using directional leading indicators to identify opportunities for AM expansion or risk mitigation.

Other Tasks

1. Work cross-functionally with all Nintex departments to escalate customer issues, remove roadblocks, communicate customer challenges, and provide key feedback to ensure we are continuously focusing on improving the customer onboarding experience.
2. Track and measure business impact, risks and successes, and report out to cross-functional stakeholders. While working with the customer, you will be adept at unearthing issues such as financial risk, retention risk, risk of drop off from usage and either address or communicate back to internal teams so they can mitigate and ensure total customer satisfaction.
3. Stay on top of all new product enhancements to add maximum value to the customer.
4. You may be required to complete reasonable additional duties, as directed by your manager.
5. Provide mentorship and guidance to other CSMs within the team.
6. Adhoc support to AM accounts as requested by your Regional CS Lead.

To be successful, we think you need :

1. 3+ years in customer success or sales role, business process improvement or automation, or other industry related experience to Nintex and our customers.
2. Ability to drive adoption and retention, with interest in use cases and influence in expansion.
3. Experience with detailed account planning / success plans preferred.
4. Experience / familiarity with Nintex platform or individual products, or other automation and business process products a plus.
5. Bachelor’s degree in computer science, business, or related discipline a plus.
6. Salesforce / Data visualization tool experience a plus.

What’s in it for you?

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 remote, with intentional opportunities to collaborate and connect with your colleagues both async and in person.

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

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