Customer Success Manager

Summary

Join Nintex as a Senior Customer Success Manager and contribute to the growth and success of our medium-spend customers. You will be responsible for driving adoption, usage, and account growth by proactively engaging with customers, identifying opportunities for improvement, and coordinating with various internal teams. This role requires strong communication, problem-solving, and technical skills, along with the ability to manage multiple engagements simultaneously. You will work closely with account managers, professional services, and the sales team to ensure customer satisfaction and retention. The ideal candidate possesses a bachelor's degree, 3-5 years of experience in customer success, and a proven track record of success in a software company. Nintex offers a flexible work environment and a comprehensive benefits package.

Requirements

• Bachelor’s degree in computer science, business, or similar discipline
• 3 – 5 years in a customer success role preferably with a software company

Responsibilities

• Coordinate with Nintex Account Managers on opportunities for upsell 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
• 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 technical product 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
• Training and Enablement – delivering Nintex ‘how to’ training to workflow professionals at the customer location in coordination with the partner of record
• 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
• You may be required to complete reasonable additional duties, as directed by your manager
• Provide mentorship and guidance to other CSMs within the team
• Adhoc support to AM accounts if requested

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