Customer Success Manager
Core
Guide strategic enterprise customers through the Digital Employee Experience (DEX) journey to drive adoption, value realization, and retention across the DACH region.
Role type
Senior Customer Success Manager (Enterprise SaaS)
Builds
Customer success plans, DEX adoption strategies, and value-tracking frameworks for IT operations.
Domain
IT Operations / Digital Employee Experience (DEX) / SaaS
Required skills
Strategic account management, DEX methodology implementation, stakeholder engagement (C-suite to technical), renewal management, expansion/upsell strategy, workshop facilitation, CRM data management, business acumen, technical adaptability.
Preferred skills
ITIL/ITSM knowledge, End User Compute/Client Management expertise, understanding of IT project delivery lifecycle, digital transformation initiatives.
Technologies
Nexthink platform, CRM systems, DEX analytics tools.
Responsibilities
Execute comprehensive customer success plans for up to 20 enterprise accounts; act as a trusted advisor to CIOs and key stakeholders; deliver DEX workshops to educate customers on product value; manage renewals and identify upsell/cross-sell opportunities; monitor customer health and escalate risks; participate in Executive Business Reviews; provide feedback to product and R&D teams.
Seniority
Senior, hands-on IC
