Customer Success Manager
Core
Support growth and retention for strategic enterprise customers by guiding them through the DEX (Digital Employee Experience) journey using Nexthink's methodology.
Role type
Senior Customer Success Manager (Enterprise SaaS)
Builds
Customer success plans, adoption strategies, and value realization for IT operations.
Domain
IT Operations / Digital Employee Experience (DEX) / SaaS
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Enterprise account management, SaaS adoption strategy, executive stakeholder management, value tracking and measurement, renewal management, expansion/upsell strategy, CRM management, workshop facilitation, IT operations knowledge.
Preferred skills
ITIL/ITSM processes, End User Compute/Client Management, IT project delivery lifecycle, digital transformation initiatives.
Technologies
Nexthink, CRM systems
Responsibilities
Execute comprehensive customer success plans for up to 20 enterprise accounts; act as a trusted advisor to CIOs and senior leadership; deliver workshops to educate customers on DEX usage and value; manage renewals and achieve expansion targets; maintain customer health and escalate risks; participate in quarterly executive business reviews; provide feedback to product and sales teams.
Seniority
Senior, hands-on IC
