Principal Customer Success Manager

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

📋 Description

• Support the expansion and retention of customers in North America.

• Manage a portfolio of strategic enterprise clients.

• Assist customers throughout their DEX journey using Nexthink’s DEX Methodology.

• Promote growth and adoption during the entire customer lifecycle.

• Develop and implement a thorough customer success plan that focuses on people, processes, technology, communication, and value.

• Establish relationships with key leadership contacts within the CIO organization and other influential stakeholders.

• Identify, define, track, measure, and communicate the overall impact and value of Nexthink.

• Collaborate on account strategy with the wider account team to facilitate timely renewals.

• Discover new opportunities for Nexthink through Professional Services engagements or by upselling/cross-selling additional Nexthink services and solutions.

• Monitor customer health through regular interactions and understand current sentiments and issues.

• Conduct DEX workshops and engage in quarterly business reviews with essential customer stakeholders.

• Serve as the voice of the customer, providing insights to Nexthink Product Management, R&D, Sales, and Marketing teams.

• Keep the CRM database updated with accurate and dependable customer information.

⛳️ Requirements

• Over 5 years of experience as a Customer Success Manager in the Software Industry with Large Enterprise Accounts and a proven track record in the adoption of SaaS.

• Capability to implement the DEX Methodology (people, process, technology, communication, value) to ensure adoption and realization of value.

• Strong business acumen, able to utilize business context to devise creative and practical solutions to meet business goals.

• An entrepreneurial mindset that allows you to work independently with minimal guidance, exercising good judgment in escalating issues when necessary.

• A technical background or technological proficiency to quickly learn Nexthink products, services, technologies, and business practices.

• Proficient in managing, guiding, and fostering rapport across all levels of the customer’s hierarchy, from technical teams to C-suite executives.

• Building strong relationships with our customers is essential.

• Excellent written, verbal, and interpersonal communication skills; able to gain the respect of and engage comfortably with senior leaders.

• Organized and methodical, with the skill to navigate challenging or complex situations.

• Possess a “can do” attitude to take ownership and drive results.

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

• Strong customer-facing abilities and presentation skills.

• Proficient in English, both written and verbal.

🏝️ Benefits

• Health insurance coverage.

• 401(k) plan with company matching contributions up to 4%.

• Flexible hours and unlimited vacation (employees receive unlimited paid time off in addition to 15 days of holidays offered).

• 11 company-paid holidays and 3 additional days for volunteering.

• Hybrid work model that combines office and remote work, featuring structured onboarding to enhance connections and team integration.

• Free access to professional training platforms to explore interests and develop skills.

• Up to 16 weeks of paid leave for birthing parents/primary caregivers, and 6 weeks for secondary caregivers.

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