Nexthink · 6 hours ago
Senior Customer Success Manager
Boston, MA
Full-time
Hybrid
Senior Level
$105K/yr - $164K/yr
5+ years expNexthink is the leader in digital employee experience management software, providing IT leaders with unprecedented insight to optimize employee experiences. The Senior Customer Success Manager will support growth and customer retention for strategic enterprise customers, guiding them on their DEX journey and ensuring positive outcomes through collaboration with various teams.
AnalyticsInformation TechnologySoftware
Responsibilities
Aligned to up to 20 Nexthink Enterprise customers, you will own and execute a comprehensive customer success plan that emphasizes the critical pillars of people, processes, technology, communication and value, all aimed at effectively integrating Nexthink solutions and building a DEX journey
Be a Trusted Advisor to the Customer: Build relationships with key leadership contacts within the CIO organization and other influential stakeholders. Have a POV on the customer industry, competitive landscape, and the DEX market. Understand the customer’s technical challenges and dependencies
Deliver Value for the Customer: Identify, define, track, measure and share the overall impact and value of Nexthink. Guide the Customer on their journey and hold them accountable. Evangelize the customer’s success (internally, and with Customer stakeholders)
Deliver on-time Renewals & Achieve Renewal Targets: Align on account strategy with the broader account team and work to help deliver an on-time renewal (through extensive value-tracking activities and other CSM efforts)
Achieve Expansion Targets: Identify new opportunities for Nexthink, either through Professional Services engagements, or upsell/cross-sell of additional Nexthink services and solutions. Align with the Account Team on expansion strategies and upsells to deliver results
Maintain Customer Health: Have regular cadence with the right Customer contacts and understand current sentiment and issues. Identify and escalate any critical issue or risk of renewals, collaborating with the Account Team including Account Managers, Solution Consultants, Professional Services and Support Teams
Deliver DEX workshops to the customer that support educating and development of the customer journey in the use of the product and how to quantify the value of outcomes
In partnership with the Account manager, participate in quarterly business reviews (Executive Business Reviews) with key customer stakeholders to communicate progress against the success plan and provide thought leadership on the customer journey focused on required outcomes
Act as the voice of the customer and provide feedback to Nexthink Product Management, R&D, Sales and Marketing teams
Foster collaboration within the Nexthink ecosystem (internal and external) and share best practices to enhance the customer experience and business outcomes
Update our CRM database and make sure that customer data is always accurate and reliable
Qualification
Required
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
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 customer-facing and presentation skills
Fluent in English (written as well as verbal)
This role will require 25-50% travel within the US, and sometimes internationally if required
Preferred
Understanding of the IT project delivery lifecycle and digital transformation initiatives
Strong understanding of IT Operations, ITSM processes (ITIL), or End User Compute/Client Management practices
Benefits
100% covered company benefits
Health, dental, vision as well as access to life insurance, long-term disability, and accidental death/personal loss coverage.
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
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.
Company
Nexthink
Nexthink allows enterprises to create highly productive digital workplaces for their employees by delivering optimal end-user experience.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$345.88MKey Investors
PermiraIndex VenturesHighland Europe
2025-10-27Acquired
2021-02-08Series D· $180.16M
2018-12-12Series C· $86.4M
Leadership Team
Pedro Bados
CEO & Co-Founder
Patrick Hertzog
Co-founder & User Experience Officer
Recent News
Computer Weekly
2025-12-24
2025-11-19
Company data provided by crunchbase