Senior Customer Success Manager

Role overview

As a Senior Customer Success Manager at Nexthink, you will guide strategic enterprise customers through their DEX journey, driving adoption, growth, renewals, and upsell across the customer lifecycle.

Key missions

• Ensure customer growth and retention by creating and executing a DX/DEX adoption plan and delivering positive outcomes.
• Build strong relationships with key stakeholders, understand technical challenges and dependencies, and act as a trusted advisor.
• Identify expansion and cross-sell/upsell opportunities and align growth strategy with the account team.

Responsibilities

• Drive successful customer outcomes and operational success throughout the lifecycle.
• Work cross-functionally with internal teams to support adoption and value realization.
• Lead adoption by driving the DEX Methodology across people, process, technology, communication, and value.
• Manage customer relationships effectively from technical teams up to the C-suite.

Requirements

• 5+ years experience as a Customer Success Manager in software, with large enterprise accounts and proven SaaS adoption.
• Strong business acumen and ability to craft creative, pragmatic solutions.
• Technical background or strong technological savvy; understanding the IT project delivery lifecycle and digital transformation is preferred.
• Strong customer-facing, presentation, and stakeholder management skills.
• Entrepreneurial mindset: work independently with minimal guidance and escalate appropriately.
• Fluent in English (written and verbal).
• Ability to manage complex situations and communicate clearly with senior leaders.

Nice-to-haves

• Understanding of IT Operations, ITSM (including ITIL), or End User Compute/Client Management practices.

Travel / location

• Full remote (listed: Chicago, US) with 25–50% travel within the US, and occasionally internationally as needed.