Strategic Customer Success Manager

Nexthink; Boston; Hybrid; PHP 4,923,000 - 6,154,000; Full time

Benefits offered by this job

Flexible hours and unlimited vacation

Hybrid work model

Professional training platforms

Paid parental leave up to 16 weeks

401(k) with company match

Referral bonuses

Job summary

Nexthink is seeking a Customer Success Manager to drive global adoption of the Nexthink platform. You will own customer success plans for mid-market customers and build executive relationships to ensure value realization and renewal outcomes.

You will collaborate with Sales, Solution Consulting, Professional Services, and Product teams to deliver positive customer outcomes and identify upsell opportunities while maintaining CRM accuracy and data integrity.

Qualifications

• 2-3+ years of experience as a Customer Success Manager in software, handling large enterprise accounts and driving SaaS adoption.
• Ability to drive people, process and technology aspects of a software solution to ensure adoption and value realization.
• Strong business acumen with the ability to translate business context into pragmatic solutions.
• Entrepreneurial mindset, able to work independently and escalate issues when needed.
• Technical background or strong aptitude to learn Nexthink product suite, services, and tech.
• Excellent written, verbal, and interpersonal communication; comfortable with senior stakeholders.
• Organized and structured, capable of handling high-volume, fast-moving environments.
• Fluent in English (written and verbal).

Responsibilities

• Own and execute the Customer Success Plan for ~55 accounts to ensure Nexthink is embedded in daily operations and delivers maximum value.
• Support our Digital Customer Success Program cohort with Office Hours and ad-hoc assistance.
• Engage with customer executives and stakeholders as a trusted advisor, identifying and tracking value.
• Identify opportunities for Nexthink services and upsell/cross-sell of additional solutions.
• Elevate critical issues or risks to renewals and collaborate with Account Team and Support teams.
• Drive renewals through Value Tracking activities and workshops.
• Lead monthly business reviews with key stakeholders to discuss progress and outcomes.
• Act as voice of the customer, feeding product/marketing/solutions teams with feedback.
• Maintain accurate CRM records for reliable data and reporting.

Skills

Customer Success

Enterprise accounts

SaaS adoption

Executive relationships

Communication skills

Organization

Problem solving

Technical aptitude

Renewals & upsell

Tools

CRM systems

Job description

Nexthink is seeking a Customer Success Manager to drive global adoption of the Nexthink platform. You will own customer success plans for mid-market customers and build executive relationships to ensure value realization and renewal outcomes.

You will collaborate with Sales, Solution Consulting, Professional Services, and Product teams to deliver positive customer outcomes and identify upsell opportunities while maintaining CRM accuracy and data integrity.