SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Nexthink is seeking a Customer Success Manager to support growth and customer retention across the UK and Ireland. You will manage a portfolio of up to 20 strategic enterprise customers, guiding them along their Digital Employee Experience (DEX) journey using Nexthink's DEX Methodology.
Key responsibilities include:
• Own and execute comprehensive customer success plans emphasizing people, processes, technology, communication, and value to effectively integrate Nexthink solutions
• Build trusted advisor relationships with key leadership contacts within customer CIO organizations and influential stakeholders
• Identify, define, track, measure, and share the overall impact and value of Nexthink solutions
• Drive on-time renewals and achieve renewal targets through extensive value-tracking activities and collaboration with the account team
• Identify expansion opportunities through Professional Services engagements and upsell/cross-sell of additional Nexthink services
• Maintain customer health through regular cadence with customer contacts, understanding sentiment and issues, and escalating critical risks
• Deliver DEX workshops educating customers on product usage and value quantification
• Participate in quarterly Executive Business Reviews with key customer stakeholders
• Act as the voice of the customer, providing feedback to Product Management, R&D, Sales, and Marketing teams
• Foster collaboration within the Nexthink ecosystem and share best practices
• Maintain accurate and reliable customer data in CRM systems
This is a key position within the Technical Services team requiring collaboration with Sales, Solution Consulting, Professional Services, Customer Support, and Product teams.
Requirements:
• 7+ years of experience as a Customer Success Manager in the software industry with large enterprise accounts and successful SaaS adoption
• Ability to drive the DEX Methodology (people, process, technology, communication, value) to ensure adoption and value realization
• Strong business acumen with ability to generate creative, pragmatic solutions
• Entrepreneurial mindset enabling independent work with good judgment on escalation
• Technical background or technological savvy to learn Nexthink products and services; understanding of IT project delivery lifecycle and digital transformation initiatives preferred
• Ability to manage, guide, and build rapport across customer hierarchies from technical teams to C-suite
• Excellent written, oral, and interpersonal communication skills; capable of interacting comfortably with senior leaders
• Organized and structured with ability to facilitate difficult/complex situations
• Strong understanding of IT Operations, ITSM processes (ITIL), or End User Compute/Client Management practices preferred
• Strong customer-facing and presentation skills
• Business-level fluency in English required; Spanish, French, or German a plus
• Occasional travel outside the UK may be required
