Customer Success Manager
Primary stack
Job description
About the Position
We are seeking a Customer Success Manager to join our team in the DACH region. This role is pivotal in supporting growth and customer retention for our strategic enterprise customers. Your primary objective will be to guide customers along their Digital Employee Experience (DEX) journey, ensuring successful adoption and long-term partnerships with Nexthink.
Responsibilities
- Customer Success Plan: Own and execute a comprehensive customer success plan for up to 20 Nexthink Enterprise customers.
- Trusted Advisor: Build relationships with key leadership contacts within the CIO organization and other influential stakeholders.
- Value Delivery: Identify, define, track, measure, and share the overall impact and value of Nexthink.
- Renewals & Expansion: Align on account strategy to achieve on-time renewals and identify new opportunities for Nexthink.
- Customer Health: Maintain regular cadence with customers to understand sentiment and issues, and escalate critical risks.
- Workshops & Reviews: Deliver DEX workshops and participate in quarterly business reviews with key customer stakeholders.
- Feedback & Collaboration: Act as the voice of the customer and foster collaboration within the Nexthink ecosystem.
- CRM Management: Update our CRM database to ensure accurate and reliable customer data.
Requirements
- Experience: 7+ years of experience as a Customer Success Manager in the Software Industry with Large Enterprise Accounts and successful adoption of SaaS.
- Skills: Strong business acumen, entrepreneurial mindset, technical background or technological savvy.
- Communication: Excellent written, oral, and interpersonal communication skills.
- Languages: Business-level fluency in English and German.
Nice to Have
- Understanding of the IT project delivery lifecycle and digital transformation initiatives.
- Strong understanding of IT Operations, ITSM processes (ITIL), or End User Compute/Client Management practices.
We Offer
- Permanent Contract: Competitive compensation package.
- Flexible Hours: Unlimited vacation plus 3 company-paid volunteer days.
- Remote Work: 100% remote work with occasional travels within the DACH region.
- Professional Development: Free access to professional training platforms.
- Family Support: 16 weeks of fully paid leave for primary caregivers and 6 weeks for secondary caregivers.
- Insurance: 24/7 accident insurance coverage.
- Bonuses: Referral bonuses for successful hires.
About the Company
Nexthink is the leader in digital employee experience management software. With over 1,500 customers and 25+ million employees globally, we provide IT leaders with unprecedented insight to see, diagnose, and fix issues at scale. Our innovative solutions integrate real-time analytics, automation, and employee feedback across all endpoints. Join our diverse team of Nexthinkers and be part of shaping the future of the digital workplace.
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