About the job
The Senior Customer Success Manager will play a pivotal role in driving growth and ensuring customer retention across North America. This position encompasses a strategic portfolio of enterprise customers, guiding them through their Digital Employee Experience (DEX) journey by leveraging Nexthink's proven DEX Methodology. Your mission will be to facilitate growth and enhance adoption throughout the customer lifecycle.
Key responsibilities of the Customer Success Team include: (i) Developing a Customer Success Plan, (ii) Implementing Value Tracking, and (iii) Conducting Executive Business Reviews.
Your primary task will involve leading customers to success in their DEX Journey, which includes providing expert support and best practices for initiating DEXOps, crafting an adoption strategy for DEX within the customer's ecosystem, and ensuring positive outcomes that strengthen their long-term partnership with Nexthink.
This position is crucial within the Technical Services team. You will collaborate closely with Sales, Solution Consulting, Professional Services, Customer Support, and Product teams to achieve positive customer outcomes, operational success, renewals, and upsell opportunities.
Main Functions:
Manage up to 20 Nexthink Enterprise customers by executing a comprehensive customer success plan that emphasizes key pillars such as people, processes, technology, communication, and value to effectively integrate Nexthink solutions and foster a successful DEX journey.
Act as a Trusted Advisor: Build relationships with key leadership contacts within the CIO organization and other influential stakeholders. Possess a well-rounded understanding of the customer’s industry, competitive landscape, and DEX market. Address the customer’s technical challenges and dependencies.
Deliver Value: Identify, define, track, measure, and communicate the overall impact and value of Nexthink. Guide customers along their journey and hold them accountable for success. Act as an evangelist for customer success, both internally and with customer stakeholders.
Ensure Timely Renewals: Collaborate on account strategy with the broader account team to facilitate on-time renewals through extensive value-tracking activities and proactive Customer Success Management efforts.
Achieve Expansion Targets: Identify new opportunities for Nexthink through Professional Services engagements or upsell/cross-sell of additional Nexthink services and solutions. Work alongside the Account Team to strategize on expansions and upsells to deliver results.
Maintain Customer Health: Regularly engage with the right contacts within the customer organization to ensure a healthy relationship and ongoing success.