Senior Manager, Customer Success

Nutanix; Singapore; Hybrid; SGD 100,000 - 140,000; Full time

Job summary

Nutanix is seeking a Senior Manager of Customer Success in Singapore to lead a dynamic team focused on customer retention and satisfaction. You will drive performance metrics, manage escalations, and foster collaboration across functions to ensure both customer and company success. An ideal candidate has a strong leadership background in customer success or account management with proven forecasting and people management skills. This hybrid role combines remote work with necessary in-office collaborations.

Qualifications

• 5-7 years of leadership experience in customer success, renewals, or account management.
• 5+ years of direct experience in customer-facing roles.
• Excellent written, verbal, presentation, and interpersonal communication skills.

Responsibilities

• Lead and coach the regional Customer Success team to exceed performance metrics.
• Attract and retain a high-performing Customer Success team.
• Manage forecasting and provide executive support with customers.

Skills

Leadership

People Management

Communication

Organizational Skills

Time Management

Job description

Nutanix is building a world-class Customer Success and Renewals organization, and we are looking for a Senior Manager of Customer Success who will be instrumental in coaching and managing our growing regional team based in Singapore. The ideal candidate is passionate about serving customers and has a proven track record of leading high-performance, metrics-driven teams. Key to success in this role is a strong ability to work with other stakeholders internally and externally to support the best outcomes for Nutanix and our customers.

Natalie joined Nutanix in 2022 as Director of Customer Success for the APJ region. She has previous experience at Salesforce, Sage, and Oracle, with a strong goal-oriented sales background, including direct sales management and customer success experience leading teams and organizations of various sizes. We look for candidates who are self-motivated, possess a positive attitude, and are result-driven.

Your Role

1. Lead and coach the regional Customer Success team by providing vision and direction to ensure we exceed key performance metrics and annual goals, including customer check-ins, renewal rates, and renewal bookings.
2. Attract, retain, and recruit a high-performing Customer Success team across all target customers within APAC.
3. Own and operate the forecasting cadence across the team, including managing team forecasts, mentoring team members, providing executive support with customers, and managing escalations.
4. Collaborate as part of a wider, cross-functional team to ensure the success of every customer and the overall growth of Nutanix.
5. Partner with Sales teams to refine customer segmentation, resource allocation, and adoption/expansion strategies in accounts.
6. Manage time meticulously to achieve internal commitments and exceed customer expectations.

What You Will Bring

1. 5-7 years of leadership experience in customer success, renewals, or account management roles supporting Southeast Asia and Hong Kong.
2. 5+ years of direct experience in customer-facing, quota-carrying roles.
3. Proven track record in accurate forecasting, operational excellence, and business reporting.
4. Excellent people management skills, with high empathy and regard for team morale and individual career growth.
5. Proficiency in managing metrics-driven and process-oriented teams.
6. Experience partnering cross-functionally with Sales and Customer Support teams.
7. Strong organizational, communication, and time management skills.
8. Ability to thrive in a fast-paced environment with energy and drive.
9. Excellent written, verbal, presentation, and interpersonal communication skills.

Work Arrangement

This role operates in a hybrid capacity, combining remote work with in-person collaboration. Typically, this involves coming into the office at least 3 days per week, though some roles or teams may require more frequent in-office presence. Specific guidance will be provided by your manager.

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Equal Opportunity Statement

Nutanix is an equal opportunity employer. We consider applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, protected veteran status, disability, or any other legally protected category. We are committed to creating an inclusive environment and providing reasonable accommodations for persons with disabilities. If you need accommodations, please contact [e-mail].