Customer Success Manager

🔥 0 minutes ago

🇳🇱 Netherlands – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

👻 Ghost score 11%

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Nexthink

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2011

☁️ SaaS

🏢 Enterprise

💰 Series D on 2021-02

SaaS • Enterprise

Nexthink is a Digital Employee Experience (DEX) platform that empowers IT teams to see, diagnose, and fix digital workplace issues. It leverages AI-powered solutions for real-time alerting, intelligent diagnostics, and automated remediation, ensuring optimization of workplace applications, collaboration tools like Teams and Zoom, and overall employee engagement. Nexthink helps organizations enhance IT efficiency, manage digital transformation, and maintain cost-effective digital work environments with measurable impact and operational excellence. The platform supports over 15 million endpoints globally, providing unparalleled visibility and automation for proactive IT management and service desk efficiency.

📋 Description

• Support growth and customer retention across the DACH region • Manage a portfolio of strategic enterprise customers • Guide customers through their digital employee experience journey using Nexthink’s DEX Methodology • Develop and execute comprehensive customer success plans for up to 20 enterprise customers • Build relationships with CIO organization leaders and influential stakeholders • Understand customer technical challenges, dependencies, industry, competitive landscape, and DEX market • Identify, define, track, measure, and communicate Nexthink’s impact and value • Guide customers, hold them accountable, and evangelize customer success internally and externally • Align account strategy and support on-time renewals and renewal targets • Identify expansion opportunities through professional services and upsell/cross-sell of Nexthink services and solutions • Maintain customer health through regular engagement, sentiment and issue tracking, and risk escalation • Deliver DEX workshops and educate customers on product use and outcome valuation • Participate in quarterly Executive Business Reviews with key customer stakeholders • Act as the voice of the customer and provide feedback to Product Management, R&D, Sales, and Marketing • Foster collaboration across the Nexthink ecosystem and share best practices • Keep CRM customer data accurate and reliable

🎯 Requirements

• 7+ 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 DEX Methodology covering people, process, technology, communication, and value • Strong business acumen and ability to generate creative, pragmatic solutions • Entrepreneurial mindset and ability to work independently with little guidance • Technical background or technological savvy to learn Nexthink products, services, technologies, and business • Understanding of the IT project delivery lifecycle and digital transformation initiatives preferred • Ability to manage, guide, and build rapport across the customer hierarchy, from technical teams to the C-suite • Excellent written, oral, and interpersonal communication skills • Organized and structured, with ability to facilitate difficult or complex situations • “Can do” attitude to own and drive results • Strong understanding of IT Operations, ITSM processes (ITIL), or End User Compute/Client Management practices preferred • Strong customer-facing and presentation skills • Business-level fluency in English and German required for customer-facing communication and collaboration • Occasional travel within the DACH region may be required

🏖️ Benefits

• Permanent Contract and a competitive compensation package • Flexible Hours • Unlimited paid time off on top of the 30 days of holidays offered • 3 company-paid volunteer days • 100% remote work with occasional travels to meet with colleagues and customers • Free access to professional training platforms • 16 weeks of fully paid leave for primary caregivers, extendable up to 8 additional months unpaid • 6 weeks of fully paid leave for secondary caregivers • 24/7 accident insurance coverage for accidents at work or during free time • Bonuses for referring successful hires after three months of continuous employment