Customer Success Manager

This is a fully remote position, open to applicants in Netherlands.

📋 Description

• Facilitate growth and enhance customer retention in the DACH region.

• Oversee a portfolio of key enterprise clients.

• Assist customers in navigating their digital employee experience journey utilizing Nexthink’s DEX Methodology.

• Create and implement detailed customer success strategies for up to 20 enterprise accounts.

• Establish connections with leaders in the CIO organization and other key stakeholders.

• Gain insight into customer technical challenges, dependencies, industry dynamics, competitive landscape, and the DEX market.

• Identify, define, monitor, quantify, and communicate the impact and value provided by Nexthink.

• Support customers, ensure accountability, and promote customer success both internally and externally.

• Coordinate account strategies and assist in achieving timely renewals and renewal objectives.

• Recognize opportunities for expansion through professional services and the upsell/cross-sell of Nexthink’s offerings.

• Maintain customer health through ongoing engagement, sentiment and issue tracking, and risk management.

• Conduct DEX workshops to educate clients on product utilization and outcome assessment.

• Engage in quarterly Executive Business Reviews with significant customer stakeholders.

• Act as the customer's advocate, relaying feedback to Product Management, R&D, Sales, and Marketing teams.

• Promote collaboration within the Nexthink ecosystem and exchange best practices.

• Ensure the accuracy and reliability of customer data in the CRM system.

⛳️ Requirements

• A minimum of 7 years of experience as a Customer Success Manager in the Software Industry, specifically with Large Enterprise Accounts and successful SaaS adoption.

• Proficiency in implementing the DEX Methodology encompassing people, processes, technology, communication, and value.

• Strong business insight with the ability to devise creative and practical solutions.

• Entrepreneurial spirit with the capacity to operate independently with minimal supervision.

• A technical background or aptitude for learning Nexthink products, services, technologies, and business operations.

• Familiarity with the IT project delivery lifecycle and digital transformation projects is preferred.

• Capability to manage, guide, and build relationships across customer hierarchies, from technical teams to executive leadership.

• Exceptional written, verbal, and interpersonal communication skills.

• Well-organized and methodical, capable of navigating complex or challenging situations.

• A proactive “can do” attitude to take ownership and drive results.

• Solid understanding of IT Operations, ITSM processes (ITIL), or End User Compute/Client Management practices is preferred.

• Strong customer-facing and presentation skills.

• Proficient business-level fluency in both English and German is required for customer-facing interactions and collaboration.

• Occasional travel within the DACH region may be necessary.

🏝️ Benefits

• Permanent contract with a competitive compensation package.

• Flexible working hours.

• Unlimited paid time off in addition to the 30 days of vacation provided.

• Three company-sponsored volunteer days.

• 100% remote work, with occasional travel to connect with colleagues and clients.

• Complimentary access to professional training platforms.

• 16 weeks of fully paid leave for primary caregivers, extendable for up to 8 additional months of unpaid leave.

• 6 weeks of fully paid leave for secondary caregivers.

• 24/7 accident insurance coverage for incidents occurring at work or during personal time.

• Bonuses for successfully referring hires after three months of continuous employment.