Senior Customer Success Manager
3 weeks ago
Company Description
Hi, we’re Nexthink. We’re not just the leader in the digital employee experience category, we invented the category. Our solutions combine real-time analytics, automation and employee feedback across all endpoints to help IT teams delight people at work. Our cloud-native platform pinpoints issues and solutions, automates response, and helps companies continuously improve their employees’ experience, making them more productive, efficient, and happy at work. We have millions of endpoints deployed, we’ve surpassed $100M in ARR, and we’ve recently secured $180M in Series D financing for a company valuation of $1.1B, but we’re just getting started.
Job Description
This role is to support growth and customer retention in Northern Europe and will be responsible for a portfolio of our strategic customers. The primary objective of the role is to help guide them along their DEX maturity journey of people, process, and technology by driving the adoption throughout the entire customer lifecycle. Key pillars to the Customer Success Team are (i) Customer Success Plan, (ii) Value Tracking and (ii) Executive Business Reviews.
Ownership of a comprehensive customer success plan that emphasizes the critical pillars of people, processes, and technology, all aimed at effectively integrating Nexthink solutions and building DEX maturity. This includes support and best practise on building a DEX team, embedding DEX in existing process (e.g. ITSM) and building new DEX processes.
This is a key position within the Technical Services team and the successful candidate will be expected to work collaboratively with Sales, Solution Consulting, Professional Services, Customer Support and Product teams to drive positive customer outcomes, operational success and upsell opportunities.
Main functions:
Aligned to approximately 20 Nexthink Enterprise customers, you will own and execute a comprehensive customer success plan that emphasizes the critical pillars of people, processes, and technology, all aimed at effectively integrating Nexthink solutions and building DEX maturity. This includes support and best practices on building a DEX team, embedding DEX in existing processes (e.g. ITSM) and building new DEX processes. Engage and build relationships with key contacts and other influential stakeholders as a trusted advisor and identify, define, track, and measure the overall impact and value of Nexthink. Identify new opportunities for Nexthink, either through Professional Services engagements, or upsell/cross-sell of additional Nexthink services and solutions. Identify and escalate any critical issue or risk of renewals, working collaboratively with the Account Team including but not limited to the Account Managers, Solution Consultants, Professional Services and Support Teams. Work to ensure renewal through extensive use of Value Tracking activities. Host workshops that support educating and development of the customer journey in the use of the product and how to quantify the value of outcomes. In partnership with the Account manager, lead quarterly business reviews with key customer stakeholders to communicate progress against the success plan and provide thought leadership on the customer maturity journey focused on required outcomes. Act as a voice of the customer and provide feedback to Nexthink Product Management, R&D, Sales and Marketing teams. Fostering collaboration within the Nexthink ecosystem (internal and external) and sharing best practices to enhance the customer experience and business outcomes. Update our CRM database and make sure that customer data is always accurate and reliable.#Li-hybrid
Qualifications
5-10 years of experience as a Customer Success Manager working in the Software Industry with Large Enterprise Accounts and successful adoption of SaaS. Ability to drive the people, process, and technology aspects of a software solution to ensure adoption and value realization. Strong business acumen with the ability to use business context to generate creative, pragmatic solutions to achieve business objectives. Entrepreneurial mindset that enables you to successfully work independently with little guidance; using good judgment to escalate issues when needed. Technical background or technological savvy to be able to learn Nexthink products and services, technologies and business. Excellent written, oral, and interpersonal communication skills; capable of gaining the respect of and interacting comfortably with senior leaders. Organized and structured, with the ability to facilitate difficult/complex situations. Have a “can do” attitude to own and drive results. Strong understanding of IT Operations, ITSM processes (ITIL), or End User Compute/Client Management practices is preferred. Strong customer-facing and presentation skills. Fluent in English (written as well as verbal). This role will require around 25% travel.
Additional Information
We are 800+ employees strong in 21 countries across 8 different time zones speaking 60+ languages. We are positive, we get things done, we keep growing, and we are one team, we are Nexthink. We believe actions are stronger than words when it comes to diversity, inclusion, and equity in the workplace. Nexthinkers are multinational and multilingual, and come from all walks of life. We are committed to hiring a genuinely representative workforce that can create solutions and foster innovation for the modern digital employee experience.
-
Customer Success Specialist
4 weeks ago
London, United Kingdom Customer Management Resourcing (CMR) Full time**Customer Success Specialist (Contractor)** **Salary: £180-200 day rate Inside IR35** **Duration: 6-12 months** **Hybrid Working (Central London)** We have the perfect opportunity for an experienced Customer Success Specialist to join an International Asset Management firm based in Central London. Have you got excellent experience in Financial Services...
-
Senior Customer Success Manager
4 weeks ago
London, United Kingdom Adobe Full timeOur Company Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies...
-
Senior Customer Success Manager
12 hours ago
London, United Kingdom Ocho Full timeJob Specification: Senior Customer Success ManagerInterested in this role You can find all the relevant information in the description below.Industry: Learning and DevelopmentLocation: LondonType: Full-timeOur client is a leading provider in the learning and development space, dedicated to empowering individuals and organizations through innovative...
-
Senior Customer Success Manager
2 days ago
London, United Kingdom Ocho Full timeJob Specification: Senior Customer Success ManagerIndustry: Learning and DevelopmentLocation: LondonType: Full-timeOur client is a leading provider in the learning and development space, dedicated to empowering individuals and organizations through innovative educational solutions. Position OverviewOur client are seeking an experienced and dynamic Senior...
-
Customer Success Manager
5 days ago
London, United Kingdom Hudson Clarke Associates Full timeCustomer Success Manager - Enterprise Accounts - £65,000 + 10% bonus + exceptional benefits including private healthcare. Hybrid role Company An exciting opportunity has arisen for a Customer Success Manager with 5 + years of account management experience with large global accounts. You will be joining an established and growing tech company who are one of...
-
Senior Manager, Customer Success
7 days ago
London, United Kingdom Vertice Group Full timeVertice is a rapidly expanding technology company on a mission to help businesses manage their growing spend on SaaS and cloud. Businesses are turning to Vertice to gain visibility and savings on their SaaS stack and cloud spend, taking advantage of pricing insights, trend data, smart dashboards and expert negotiators. Founded by serial entrepreneurs, Roy...
-
Senior Customer Success Manager
1 day ago
London Area, United Kingdom Ocho Full timeJob Specification: Senior Customer Success ManagerIndustry: Learning and DevelopmentLocation: LondonType: Full-timeOur client is a leading provider in the learning and development space, dedicated to empowering individuals and organizations through innovative educational solutions. Position OverviewOur client are seeking an experienced and dynamic Senior...
-
Senior Customer Success Manager
1 day ago
London Area, United Kingdom Ocho Full timeJob Specification: Senior Customer Success ManagerIndustry: Learning and DevelopmentLocation: LondonType: Full-timeOur client is a leading provider in the learning and development space, dedicated to empowering individuals and organizations through innovative educational solutions. Position OverviewOur client are seeking an experienced and dynamic Senior...
-
Senior Customer Success Manager
3 weeks ago
London, United Kingdom Xelix Full timeWe are looking for an intelligent and energetic Senior Customer Success Manager to join our growing CS team. Responsibilities Act as a consultant to some of our highest-tier customers; conducting onboarding sessions, user training, building CSPs and preparing & presenting success metrics in Executive Reviews. Develop a deep understanding of a...
-
Customer Success Manager
1 week ago
City of London, United Kingdom Hudson Clarke Associates Limited Full timeCustomer Success Manager - Enterprise Accounts - £65,000 + 10% bonus + exceptional benefits including private healthcare. Hybrid roleCompanyAn exciting opportunity has arisen for a Customer Success Manager with 5 + years of account management experience with large global accounts. You will be joining an established and growing tech company who are one of...
-
Senior Customer Success Manager
2 weeks ago
London, United Kingdom Ataccama Full timeWe are Ataccama, and we are on a mission to empower organizations to maximize the transformative potential of data and AI. Our product enables both technical and less technical ‘data people’ across their organizations to create high-quality, governed, safe, and reusable data products. It’s what made us a Leader in the Gartner Magic Quadrant for Data...
-
Senior Customer Success Manager
1 month ago
London, United Kingdom PredictSpring Inc Full timeTechnical Senior Customer Success Manager - London We are seeking a Techncial Senior Customer Success Manager to join our PredictSpring team. This position is open to candidates in proximity to our London office, though remote applicants will be considered. Your role encompasses managing the full spectrum of client interactions with our platform, from...
-
Senior Customer Success Manager
4 days ago
London, United Kingdom Ballpark Full timeBallpark is our answer to making research faster, easier and more accessible. The majority of people conducting research in companies aren't researchers - so let's create a platform that meets them where they are.We want to build the 'Canva of research' and create a research platform that is visual, real-time and filled with pre-made templates and tasks so...
-
Customer Success Manager
2 weeks ago
London, United Kingdom zeroG - AI in Aviation Full timeCustomer Success – Customer Success Management / We're looking for our next Customer Success Manager to join our growing London team! Reporting to the Head of Enterprise Customer Success, as the Customer Success Manager will drive value, feature adoption, customer retention and strategic expansion across an Enterprise book of business. You will work...
-
Senior Customer Success Manager
1 month ago
London, United Kingdom PredictSpring Inc Full timeTechnical Senior Customer Success Manager - London We are seeking a Techncial Senior Customer Success Manager to join our PredictSpring team. This position is open to candidates in proximity to our London office, though remote applicants will be considered. Your role encompasses managing the full spectrum of client interactions with our platform, from...
-
Customer Success Manager, Fleet
4 weeks ago
London, United Kingdom Principle Full timeEnterprise Customer Success Manager Our client is a world renowned American global software company that provides a diverse array of innovative software solutions that empower artists, designers, and businesses to bring their visions to life and they have an immediate requirement for a Customer Success Manager with experience working at Senior Levels to...
-
Senior Customer Success Manager
1 month ago
London, United Kingdom Kantata Full timeDescription The Company The Kantata Cloud for Professional Services gives businesses the clarity, control, and confidence they need to optimize resource planning and elevate operational performance. Our purpose-built software is helping over 2,500 professional services organizations in more than 100 countries focus on and optimize their most...
-
Customer Success Manager
1 week ago
London, United Kingdom Hudson Clarke Associates Limited Full timeCustomer Success Manager - Enterprise Accounts - £65,000 + 10% bonus + exceptional benefits including private healthcare. Hybrid role Company An exciting opportunity has arisen for a Customer Success Manager with 5 + years of account management experience with large global accounts. You will be joining an established and growing tech company who are one...
-
Customer Success Manager
2 days ago
London, United Kingdom Hudson Clarke Associates Limited Full timeCustomer Success Manager - Enterprise Accounts - £65,000 + 10% bonus + exceptional benefits including private healthcare. Hybrid role Company An exciting opportunity has arisen for a Customer Success Manager with 5 + years of account management experience with large global accounts. You will be joining an established and growing tech company who are one...
-
Customer Success Manager
1 month ago
London, United Kingdom Trimble Full timeTitle : Customer Success Manager Job Location: Remote - UK preferred, other locations within Europe can be considered too Our Department: Architecture & Design, SketchUp Are you interested in helping designers and AEC professionals enhance the way they work in the 3D design space? Architects, designers, engineers, and other professional creatives...
