Senior Customer Success Manager

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

📋 Description

• Foster growth and enhance customer retention across North America.

• Develop and implement a comprehensive customer success strategy.

• Cultivate relationships with key leadership stakeholders.

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

• Coordinate account strategies with the broader team to facilitate renewals and expansions.

• Maintain a consistent engagement with customer contacts.

• Conduct DEX workshops and engage in quarterly business reviews.

• Serve as the voice of the customer and relay feedback to product teams.

• Update the CRM database to ensure accuracy of customer information.

⛳️ Requirements

• Over 5 years of experience as a Customer Success Manager within the Software Industry.

• Proven ability to implement the DEX Methodology.

• Strong business acumen is essential.

• Technical expertise or a strong understanding of technology.

• Skilled in managing and building rapport within the customer's organizational structure.

• Exceptional written, verbal, and interpersonal communication skills.

• Organized and methodical work habits.

• Strong grasp of IT Operations or ITSM processes.

• Proficient in English, both written and spoken.

🏝️ Benefits

• Health, dental, and vision insurance.

• Access to life insurance.

• Long-term disability coverage.

• Accidental death/personal loss coverage.

• Flexible working hours and unlimited vacation policy.

• 11 company-paid holidays.

• 3 additional days for volunteering activities.

• Hybrid work model complemented by structured onboarding.

• Complimentary access to professional training platforms.

• Up to 16 weeks of paid leave for birthing parents or primary caregivers.

• 6 weeks of leave for secondary caregivers.

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

• Bonuses for referring successful hires after a three-month period.