Inside Customer Success Manager

Company Description

Nexthink is the leader in digital employee experience management software. The company provides IT leaders with unprecedented insight allowing them to see, diagnose and fix issues at scale impacting employees anywhere, with any application or network, before employees notice the issue. As the first solution to allow IT to progress from reactive problem solving to proactive optimization, Nexthink enables its more than 1,500 customers to provide better digital experiences to more than 25+ million employees. Dual headquartered in Lausanne, Switzerland and Boston, Massachusetts, Nexthink has 9 offices worldwide.

Job Description

This role is to support the growth of the Nexthink business in the globally by driving the adoption and use of the Nexthink platform.

The focus of the Customer Success Managers is to own and drive the customer success plan and ensure customers realize the value of their investment in Nexthink. This is a strategically important role focused on our mid-market segment, and requires a technical background and a structured, organized, and diligent approach to succeed. You will also be expected to build executive relationships with customers and partners alike with proven experience in doing so.

This is a key position within the Internal Customer Success team and the successful candidate will be expected to work collaboratively with Sales, Solution Consulting, Professional Services, Customer Support and Product teams to drive positive customer outcomes,operational success and upsell opportunities.

Main Function

• Aligned to approximately 55 customers, own and execute the Customer Success Plan for each account to ensure Nexthink becomes part of daily operations as a strategic initiative and delivers maximum value to the customer.
• Support our Digital Customer Success Program cohort with Office Hours and ad-hoc assistance as required.
• Engage and build relationships with customer executives and other influential stakeholders as a trusted advisor, identifying, defining, tracking, and measuring the overall impact and value of Nexthink.
• Identify new opportunities for Nexthink, either through Professional Services engagements or upsell/cross-sell of additional Nexthink services and solutions.
• Identify and escalate any critical issue or risk to renewals, working collaboratively with the Account Team, including but not limited to Account Managers, Solution Consultants, Professional Services, and Support teams.
• Work to secure renewals through extensive use of Value Tracking activities.
• Host workshops that support educating customers and developing their journey in using the product, including how to quantify the value of outcomes.
• Lead monthly business reviews with key customer stakeholders to communicate progress against the success plan and provide thought leadership on the customer's maturity journey, focused on desired outcomes.
• Act as the voice of the customer, providing feedback to Nexthink's Product Management, R&D, Sales, and Marketing teams.
• Maintain and update CRM records to ensure customer data is accurate and reliable.

Qualifications

• 2-3+ years of experience as a Customer Success Manager in the software industry, working with large enterprise accounts and driving successful SaaS adoption. Also open to Account Managers and Business Development Representatives looking to move into Customer Success.
• Ability to drive the people, process, and technology aspects of a software solution to ensure adoption and value realization.
• Strong business acumen, with the ability to use business context to generate creative, pragmatic solutions that achieve business objectives.
• Entrepreneurial mindset, able to work independently with little guidance and use good judgment to escalate issues when needed.
• Technical background or strong technical aptitude, with the ability to learn Nexthink's products, services, technologies, and business.
• Excellent written, verbal, and interpersonal communication skills; comfortable engaging with and earning the respect of senior leaders.
• Organized and structured, with the ability to navigate difficult or complex situations.
• Able to manage a high volume of customers and work at pace; thrives on variety and a fast-moving environment.
• A "can-do" attitude, with a drive to own outcomes and deliver results.
• Strong customer-facing and presentation skills.
• Fluent in English (written and verbal).

Additional Information

We are the pioneers and trailblazers of a global IT Market Category (DEX) that is shaping the future of how the world works, giving our customers' IT Teams total digital visibility across their enterprise. Our innovative solutions integrate real-time analytics, automation, and employee feedback across all endpoints. This enables our IT teams to solve complex technical challenges, create ever more productive workplaces, and deliver happy, satisfied employees in the digital workplace.e kept confidential according to EEO guidelines.

Total Rewards @ Nexthink

At Nexthink, we offer one of the most comprehensive and generous benefits plans. Your total rewards compensation package includes base salary and may also include a commission or performance bonus plan. We provide our US employees with 100% covered company benefits that consist of health, dental, vision as well as access to life insurance, long-term disability, and accidental death/personal loss coverage.

In addition, we offer:

• ️ Flexible Hours and unlimited vacation (employees have unlimited paid time off on top of the 15 days of holidays we offer), 11 company-paid holidays, and 3 extra days for volunteering.
• Hybrid work model that balances office and remote work, with structured onboarding to foster connections and team integration.
• Free access to professional training platforms to explore your interests and enhance your skills.
• Up to 16 weeks of paid leave for birthing parents/primary caregivers, 6 weeks for secondary caregivers.
• Plan for the future with a 401(k) plan featuring up to 4% company matching contributions, vesting immediately, to grow your retirement savings.
• Bonuses for referring successful hires after three months of continuous employment.

Base salary ranges are determined by country, role, level, experience, and skills. The range displayed on each job posting reflects Nexthink's good faith determination of the minimum and maximum targets for new hire salaries across all US locations. Individual pay is determined by related factors, including job skills, experience, and relevant education or training, which may impact a final offer. Your Talent Acquisition Partner can share more about the specific salary range during the hiring process.

Total Rewards @ Nexthink

At Nexthink, we offer one of the most comprehensive and generous benefits plans. Your total rewards compensation package includes base salary and may also include a commission or performance bonus plan. We provide our US employees with 100% covered company benefits that consist of health, dental, vision as well as access to life insurance, long-term disability, and accidental death/personal loss coverage.

In addition, we offer:

• ️ Flexible Hours and unlimited vacation (employees have unlimited paid time off on top of the 15 days of holidays we offer), 11 company-paid holidays, and 3 extra days for volunteering.
• Hybrid work model that balances office and remote work, with structured onboarding to foster connections and team integration.
• Free access to professional training platforms to explore your interests and enhance your skills.
• Up to 16 weeks of paid leave for birthing parents/primary caregivers, 6 weeks for secondary caregivers.
• Plan for the future with a 401(k) plan featuring up to 4% company matching contributions, vesting immediately, to grow your retirement savings.
• Bonuses for referring successful hires after three months of continuous employment.

Base salary ranges are determined by country, role, level, experience, and skills. The range displayed on each job posting reflects Nexthink's good faith determination of the minimum and maximum targets for new hire salaries across all US locations. Individual pay is determined by related factors, including job skills, experience, and relevant education or training, which may impact a final offer. Your Talent Acquisition Partner can share more about the specific salary range during the hiring process.