Strategic Customer Success Manager, Digital Experience

Nexthink; Boston (MA); Hybrid; USD 95,000 - 140,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) with company matching

Holidays and unlimited vacation

Job summary

Nexthink in Boston, MA, is seeking a Customer Success Manager to grow usage of our digital employee experience platform across mid‑market and enterprise customers. You will own success plans, build executive relationships, and collaborate with Sales, Solution Consulting, Professional Services, and Support to realize measurable value.

You will drive renewals, identify upsell opportunities, host value workshops, and lead monthly business reviews.

Qualifications

• 2–3+ years as a Customer Success Manager in SaaS.
• Proven ability to drive adoption and value realization.
• Strong business acumen to translate context into solutions.
• Entrepreneurial mindset with independent work style.
• Technical aptitude and quick learning of Nexthink products.
• Excellent written and verbal communication with senior leaders.
• Highly organized and detail-oriented in fast-paced environments.
• Can-do attitude focused on outcomes and results.
• Strong customer-facing and presentation skills.
• Fluent in English, written and spoken.

Responsibilities

• Own and execute the Customer Success Plan for each account (~55) to maximize Nexthink value.
• Provide ad hoc and Office Hours support for the Digital Customer Success Program.
• Engage executives and stakeholders as a trusted advisor to quantify impact.
• Identify and elevate opportunities for Professional Services or upsell.
• Highlight renewal risks and coordinate with account teams.
• Drive renewals through Value Tracking activities.
• Host workshops to educate customers on using Nexthink and quantifying value.
• Lead monthly business reviews with stakeholders on outcomes.
• Voice customer feedback to Product, R&D, Sales, and Marketing.
• Maintain accurate CRM records.

Skills

Customer Success

SaaS Adoption

Executive Communication

Business Acumen

Technical Aptitude

Organization

Problem Solving

Presentation Skills

English Fluency

Independent Work

Job description

Nexthink in Boston, MA, is seeking a Customer Success Manager to grow usage of our digital employee experience platform across mid‑market and enterprise customers. You will own success plans, build executive relationships, and collaborate with Sales, Solution Consulting, Professional Services, and Support to realize measurable value.

You will drive renewals, identify upsell opportunities, host value workshops, and lead monthly business reviews.