Customer Success Manager

Summary

Join Nintex as a Customer Success Manager and drive adoption, usage, and account growth for existing medium-spend customers. You will proactively engage with customers, coordinate with internal teams (Sales, Professional Services, Renewals), and act as a liaison between customer success, support, product, and sales. This role requires managing multiple engagements, identifying opportunities for upsell/cross-sell, and addressing adoption challenges. You will also provide product feedback, lead evangelism, and contribute to knowledge base expansion. Success in this role demands proactivity, results-orientation, and the ability to influence all levels of customer organizations.

Requirements

• 3+ years in customer success or sales role, business process improvement or automation, or other industry related experience to Nintex and our customers
• Ability to drive adoption and retention, with interest in use cases and influence in expansion

Responsibilities

• Coordinate with Nintex Account Managers on opportunities for upsell or cross-sell based on overall product usage within the account
• Coordinate with professional services and renewals to remediate customers with adoption challenges based on down ticks in usage
• Work with customers directly to surface opportunities for training and knowledge base expansion for customers who have flat adoption levels
• Help deliver macro-CS plays to drive large scale knowledge base transfer and increases in retention
• Partner with the Sales team on; Customer feedback of interest Driving usage and adoption
• Monitor customer service for support issues raised, overcomes technical roadblocks, and escalates at-risk accounts as necessary
• Support reporting on broad based trends among customer group to identify areas of improvement and opportunity
• Lead evangelism as a trusted advisor from Nintex to the customer
• Be the voice from the field and gain intelligence on what are our customers and partners are doing with our products to improve their businesses
• Drive Nintex business relevant content via partners and/or direct to customers
• Enablement – delivering Nintex ‘how to’ coaching to workflow professionals in coordination with the partner of record, if applicable
• Product feedback and feature Gaps delivered on behalf of customer to R&D
• Collaborate with Engineering to define requirements or use cases for new features or enhancements to address customer feedback
• Reactive engagement using directional leading indicators to identify opportunities for AM expansion or risk mitigation
• Working cross-functionally with all Nintex departments to escalate customer issues, remove roadblocks, communicate customer challenges, and provide key feedback to insure we are continuously focusing on improving the customer on-boarding experience
• Tracking and measuring business impact, risks and successes, and reporting out to cross-functional stakeholders. While working with the customer, you will be adept at unearthing issues such as financial risk, retention risk, risk of drop off from usage and either address or communicate back to internal teams so they can mitigate and ensure total customer satisfaction
• Staying on top of all new product enhancements to add maximum value to the customer
• Provide mentorship and guidance to other CSMs within the team
• Adhoc support to AM accounts as requested by your Regional CS Lead

Preferred Qualifications

• Experience with detailed account planning/success plans preferred
• Experience/familiarity with Nintex platform or individual products, or other automation and business process products a plus
• Bachelor’s degree in computer science, business, or related discipline a plus
• Salesforce/Data visualisation tool experience a plus

Benefits

• Global Gratitude and Recharge Days
• Flexible, paid time off policy
• Employee wellness programs and counseling resources
• Meaningful peer recognition and awards
• Paid parental leave
• Invention/patenting assistance
• Community impact, paid volunteer time, and opportunities
• Intercultural learning and celebration
• Multiple tools through which to learn and grow, and an incredible global community