Senior Customer Success Manager - Public Sector

Remote Genie; United States; À distance; USD 78 000 - 150 000; Plein temps

Avantages offerts par ce poste

Global Gratitude and Recharge Days

Flexible, paid time off policy

Employee wellness programs and couns…

Meaningful peer recognition and awards

Paid parental leave

Invention/patenting assistance

Community impact, paid volunteer time,

Intercultural learning and celebration

Multiple tools to learn and grow

Résumé du poste

Nintex is hiring a Senior Customer Success Manager to drive adoption, value realization, and retention across a diverse customer portfolio. You’ll manage health signals, run onboarding, and partner with sales and product teams to ensure scalable, data-driven outcomes.

The role is remote in the US with a hybrid culture, competitive benefits, and salary targeting 78,000 to 150,000 USD annually, depending on location and experience.

Qualifications

• Bachelor’s degree or equivalent experience in a related field.
• 5-8 years in Customer Success, Account Management, or similar roles.
• Experience with Salesforce required.
• Experience with a Customer Success Management platform is a plus.

Responsabilités

• Drive product adoption, value realization, and retention at scale across a broad customer portfolio.
• Proactively manage customer health using telemetry and insights to prioritize actions.
• Lead onboarding, enablement, and executive-level engagement to accelerate success.
• Collaborate cross-functionally to support renewals, expansions, and risk mitigation.
• Mentor peers and develop scalable, outcome-based playbooks.

Connaissances

Customer Success

Account Management

Communication

Formation

Bachelor’s degree

Outils

Salesforce

CSM platform

Description du poste

About Nintex

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 Senior Customer Success Manager (Sr CSM) is responsible for driving product adoption, value realization, and retention at scale across a broader and more complex customer portfolio. The Sr CSM proactively manages customer health and engagement using usage telemetry, adoption signals, and actionable insights to prioritize intervention, mitigate risk, and drive growth. This role operates with a high degree of autonomy and partners cross‑functionally to execute repeatable success plays and ensure consistent, data‑driven customer outcomes.

Your contribution will be

Territory & Account Planning

• Co-create success plans aligned with customer goals, lifecycle maturity, and long-term value realization
• Deliverexecutive-ready,telemetry-driven insights on adoption, usage, andwhitespaceto inform retention and growth strategies
• Maintain continuous engagement through feedback loops, sentiment tracking, and milestone alignmentacross a portfolio of accounts
• Anticipate inflection points (renewal, expansion, modernization, risk) and proactively adjust success strategies
• Coach peers on account planning best practices and success plan quality

Onboarding& Enablement

• Create onboarding plan and lead onboarding,facilitatetraining, and early adoptionfor complex or strategic customers
• Deliver key check-ins (e.g., 30/90-day) to ensure progress, alignment, and issue resolution,including executive sponsor engagement where needed
• Surface blockers, collect feedback, and drive resolutionacross multiple internal teams
• Act as the voice of the customer internally, influencing product and success strategywith clear, outcome-based recommendations
• Transitioncustomerstosteadystatewithscalable success metrics, repeatable playbooks, and high-quality hand-off documentation
• Identifypatterns in onboarding challenges and influence improvements to onboarding frameworks

Relationship Development

• Build trusted relationships with day-to-day users, champions,LOB leaders,operationalleadersand senior/executive stakeholders
• Identifynew champions and nurture them intoinfluential internal advocates and sponsors
• Flag opportunities to deepen engagements viaadvocacy (references,success stories, events, advisory forums, analyst reviews)
• Navigate complex stakeholder landscapes and competing priorities with confidence

Value Realization & Adoption

• Track usage, adoption, and health to highlightbusinessoutcomes,ROI,gaps, opportunities and to flag risksat scale
• Develop and continuously evolvesuccessplans to close gaps in adoption and ensure full value realization
• Gather and share product-specific feedbackwith clear prioritization and customer impact articulation
• Proactively resolve challenges andlead high-severity escalations to resolution
• Deliver executive-level CBR-ready scorecards, success metrics, and future-state recommendations
• Mentor other CSMs on value storytelling and outcome-based conversations

Renewals

• Support renewal motion withstrategic,data-driven insights on product value and usage health
• Ownmonthlyhealth reviews and risk mitigation plans for renewals
• Proactivelyidentifychurn signals and implement structured turnaround and recovery plays
• Document and share adoption success stories toinfluence renewal strategy and leadership decisions

Expansion

• Identifyunmet use cases, product gaps, or business needs to drive growthwithin and across accounts
• Collaborate with AccountDirectorstovalidateand position expansion opportunities using adoption data and customer outcomes
• Build success plans that align new product adoptionwith measurable business outcomes and executive priorities
• Track expansion execution, post-sale enablement, and early successindicators to ensure long‑term retention of expanded footprint

Modernization

• Surface modernization as a strategic initiative during value realization or adoption checkpoints
• Share usage data and pain points that support the need for modernizationwith quantified business impact
• Reinforce business value during the transitionand partner with customers on change management and risk mitigation

Leadership & Scale

• Serve as a role model for best practices in customer success execution and customer advocacy
• Mentor and coach CSMs on complex accounts, executive conversations, and risk management
• Contribute to the evolution ofsuccessframeworks, playbooks, and tooling

To be successful, we think you need

• Bachelor’s degree in related field or equivalent combination of education and experience
• 5-8years of experience in Customer Success, Account Management, or related customer-facing roles, ideally in SaaS or technology environments
• Experiencewith Salesforce
• Experience witha Customer Success Management platform is 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

• 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: https://www.nintex.com/wp-content/uploads/2023/01/Global-Perks-and-Benefits.pdf.

Target Compensation Range (US ONLY): 78,000 - 150,000 USD annually

On target compensation refers to the base salary and applicable variable target for this role. The range is an estimate, base pay will ultimately be decided at the offer stage, based on an individual candidate’s skills and experience aligned with the needs of the role. Base pay may vary based on several factors including geographic location, role specific qualifications, and seniority. Nintex also offers a competitive benefits package including paid time off, twelve paid holidays, 401(k) with employer match, and more.

Nintex participates in E-Verify for work authorization. We are an Equal Employment Opportunity Organization

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