Support growth and customer retention in North America
Responsible for a portfolio of strategic enterprise customers
Guide Customers along their DEX journey, following Nexthink’s DEX Methodology
Drive growth and adoption throughout the entire customer lifecycle
Own and execute a comprehensive customer success plan that emphasizes people, processes, technology, communication and value
Build relationships with key leadership contacts within the CIO organization and other influential stakeholders
Identify, define, track, measure and share the overall impact and value of Nexthink
Align on account strategy with the broader account team and work to help deliver on-time renewal
Identify new opportunities for Nexthink through Professional Services engagements or upsell/cross-sell of additional Nexthink services and solutions
Maintain customer health with regular cadence and understanding current sentiment and issues
Deliver DEX workshops and participate in quarterly business reviews with key customer stakeholders
Act as the voice of the customer and provide feedback to Nexthink Product Management, R&D, Sales and Marketing teams
Update CRM database with accurate and reliable customer data

5+ years of experience as a Customer Success Manager working in the Software Industry with Large Enterprise Accounts and successful adoption of SaaS
Ability to drive the DEX Methodology (people, process, technology, communication, value) to ensure adoption and value realization
Strong business acumen with the ability to use business context to generate creative, pragmatic solutions to achieve business objectives
Entrepreneurial mindset that enables you to successfully work independently with little guidance; using good judgment to escalate issues when needed
Technical background or technological savvy to be able to learn Nexthink products and services, technologies and business
Ability to effectively manage, guide, and build rapport within all parts of the customer’s hierarchy, from the technical teams to the C-suite
Building relationships with our customers is key
Excellent written, oral, and interpersonal communication skills; capable of gaining the respect of and interacting comfortably with senior leaders
Organized and structured, with the ability to facilitate difficult/complex situations
Have a “can do” attitude to own and drive results
Strong understanding of IT Operations, ITSM processes (ITIL), or End User Compute/Client Management practices is preferred
Strong customer-facing and presentation skills
Fluent in English (written as well as verbal)

Health insurance
401(k) plan featuring up to 4% company matching contributions
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
Bonuses for referring successful hires after three months of continuous employment

Principal Customer Success Manager

Key skills