Customer Success Manager

Summary

Join Nintex as a Senior Customer Success Manager (Sr CSM) and drive adoption, usage, and account growth for our top annual recurring revenue (ARR) customers. You will act as a liaison between customer success, support, product, and sales teams, managing multiple projects simultaneously. Key responsibilities include providing technical consulting, developing customer success plans, delivering workshops and demonstrations, monitoring customer adoption, and partnering with the sales team. Success in this role requires proactive engagement, results-orientation, and the ability to influence all levels of customer organizations. This remote position offers a hybrid work model with opportunities for in-person collaboration.

Requirements

• Bachelor’s degree
• Experience with: Relationship Management
• Experience with: Automation Solutions Consulting
• Experience with: Product Adoption
• Experience with: Customer Health Assessment
• Experience with: Technical Design

Responsibilities

• Identify and document customer goals and objectives through consistent ongoing customer engagement
• Provide technical consulting and design for potential solutions
• Engage with customers regularly to provide coaching, discovery and product awareness calls
• Coordinate with Nintex Account Managers on each customer in the portfolio and develop a customer success plan that is co-authored between Sales and Sr CSM
• Proactively scope technical solutions using Nintex products required to address customer requirements, assesses customers met and unmet needs, and recommends solutions that optimize value for both the customer, solution delivery partner and Nintex
• Deliver workshops for the customer to determine the next logical use of Nintex products
• Create and deliver functional demonstrations or proofs of concept of customer specific solutions
• Monitor customer adoption and proactively engage with low adoption customers to increase utilization
• Partner with the Sales team on: Customer feedback of interest
• Partner with the Sales team on: Driving usage and adoption
• Partner with the Sales team on: Insights on potential upsell opportunities
• Monitor customer service for support issues raised, overcomes technical roadblocks, and escalates at-risk accounts as necessary
• 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
• Product feedback and feature gaps delivered on behalf of customer to R&D for consideration
• Drive Nintex business relevant content via partners and/or direct to customers
• High Value Engagements to include product demonstrations, POCs, product coaching, champion building, and technical design sessions
• Training and Enablement – deliver Nintex ‘how to’ training to workflow professionals at the customer location in coordination with the partner of record
• Identify Microsoft CSM counterparts regionally where customer resides and coordinate customer success approach (if required)
• Co-deliver with Microsoft CSM counterparts customer usage workshops and initiatives (as/if it makes sense)
• Work 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
• Track and measure 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
• Maintain knowledge of all new product enhancements in order to add maximum value to the customer

Benefits

• Nintex has a hybrid working model, enabling us to build culture, learn, and grow together. We intentionally connect and collaborate, while emphasizing flexibility with a blend of at-home and in-office work. This role is remote, with intentional opportunities to collaborate and connect with your colleagues both async and in person
• 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