Customer Success Manager

Summary

Join Nexthink's Customer Success Team as a Customer Success Manager, supporting growth and customer retention in Central Europe. You will manage a portfolio of strategic customers, guiding them on their DEX maturity journey. Key responsibilities include developing comprehensive customer success plans, building relationships with key stakeholders, identifying upsell opportunities, and ensuring renewals. Collaboration with various internal teams is crucial for achieving positive customer outcomes. This role requires strong communication, technical aptitude, and experience in customer success management within the software industry. Nexthink offers a competitive compensation package, flexible hours, unlimited vacation, remote work options, and various other benefits.

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
• Fluent in English and German (written as well as verbal)
• Ability to work in the EU

Responsibilities

• Own and execute a comprehensive customer success plan that emphasizes the critical pillars of people, processes, and technology, all aimed at effectively integrating Nexthink solutions and building DEX maturity
• Support and provide best practice on building a DEX team, embedding DEX in existing process (e.g. ITSM) and building new DEX processes
• Engage and build relationships with key contacts and other influential stakeholders as a trusted advisor and identify, define, track, and measure 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 of renewals, working collaboratively with the Account Team including but not limited to the Account Managers, Solution Consultants, Professional Services and Support Teams
• 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
• Foster 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

Preferred Qualifications

• Strong understanding of IT Operations, ITSM processes (ITIL), or End User Compute/Client Management practices
• Strong customer facing and presentation skills

Benefits

• Permanent Contract and a competitive compensation package (Stock Options also included)
• Flexible Hours and unlimited vacation (employees have unlimited paid time off on top of the 30 days of holidays we offer) plus 3 company-paid volunteer days
• 100% remote work with occasional travels to meet with colleagues and customers
• Free access to professional training platforms to explore your interests and enhance your skills
• 16 weeks of fully paid leave for primary caregivers, extendable up to 8 additional months unpaid, and 6 weeks of fully paid leave for secondary caregivers
• 24/7 accident insurance coverage for any accidents at work or during free time
• Bonuses for referring successful hires after three months of continuous employment