Customer Success Manager

Summary

Join Nexthink as a Customer Success Manager to support growth and customer retention in the Middle East, driving adoption throughout the entire customer lifecycle.

Requirements

• 5-10 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 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 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 technologically savvy to be able to learn Nexthink products and services, technologies and business
• 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

Responsibilities

• Own and execute a comprehensive customer success plan that emphasizes the critical pillars of people, processes, and technology
• Engage and build relationships with key contacts and other influential stakeholders as a trusted advisor
• 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 of renewals, working collaboratively with the Account Team
• Work to ensure renewal through extensive use of Value Tracking activities
• Host workshops 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, lead quarterly business reviews with key customer stakeholders to communicate progress against the success plan and provide thought leaderships on customer maturity journey focused on required outcomes
• Act as a voice of the customer and provide feedback to Nexthink Product Management, R&D, Sales and Marketing teams
• Fostering collaboration within the Nexthink ecosystem (internal and external) and sharing 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

Benefits

• Permanent position
• Competitive compensation package (Stock Options also included)
• Health insurance coverage for you and eligible dependents, including dental, vision, and alternative medicine options, with 100% coverage of healthcare premiums
• Flexible Hours
• Unlimited vacation (employees have unlimited paid time off on top of the 22 days of holidays we offer) plus 3 company-paid volunteer days
• Hybrid work model
• Free access to professional training platforms to explore your interests and enhance your skills, ensuring continuous growth and success in your role
• Family benefits, including 16 weeks of fully paid leave for primary caregivers, extendable up to 8 additional months, and 6 weeks of fully paid leave for secondary caregivers
• Up to $750 USD/year for gym membership reimbursement, supporting your journey towards a balanced and healthy lifestyle
• Bonuses for referring successful hires after three months of continuous employment