Senior Customer Success Manager – Public Sector

🔥 0 minutes ago

🏛️ District of Columbia, Washington – Remote

🏛️ District of Columbia – Remote ☕ Washington – Remote

💵 $78k - $150k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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This company has sponsored H1B visas in the past.

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Nintex

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Nintex is a SaaS company that provides a low-code/no-code process automation and business orchestration platform. It helps organizations automate workflows, forms, document generation, eSignatures, and robotic process automation while integrating across enterprise systems (Microsoft, Salesforce, SAP, etc. ). Nintex emphasizes AI-driven "agentic" orchestration that coordinates people, systems, and AI agents with built-in governance and compliance for use cases across HR, finance, government, manufacturing and other departments.

📋 Description

• Drive product adoption, value realization, and retention across a broad and complex customer portfolio • Proactively manage customer health and engagement using usage telemetry, adoption signals, and actionable insights • Co-create success plans aligned with customer goals, lifecycle maturity, and long-term value realization • Deliver executive-ready, telemetry-driven insights on adoption, usage, and whitespace • Maintain engagement through feedback loops, sentiment tracking, and milestone alignment • Anticipate renewal, expansion, modernization, and risk inflection points • Coach peers on account planning and success plan quality • Create onboarding plans, lead onboarding, facilitate training, and drive early adoption for complex or strategic customers • Deliver 30/90-day check-ins and engage executive sponsors when needed • Surface blockers, collect feedback, and drive resolution across internal teams • Act as the internal voice of the customer and influence product and success strategy • Transition customers to steady state using scalable metrics, repeatable playbooks, and hand-off documentation • Build trusted relationships with users, champions, business leaders, operational leaders, and executive stakeholders • Identify and nurture customer champions and advocacy opportunities • Track usage, adoption, health, business outcomes, ROI, gaps, opportunities, and risks • Lead high-severity escalations to resolution • Deliver executive-level CBR-ready scorecards, success metrics, and future-state recommendations • Support renewals with data-driven product value and usage-health insights • Own monthly health reviews and renewal risk mitigation plans • Identify churn signals and implement turnaround and recovery plays • Identify unmet use cases and business needs to drive account growth • Collaborate with Account Directors on expansion opportunities • Support modernization initiatives through usage data, quantified business impact, change management, and risk mitigation • Mentor and coach CSMs on complex accounts, executive conversations, value storytelling, and risk management • Contribute to the evolution of success frameworks, playbooks, and tooling

🎯 Requirements

• Bachelor’s degree in related field or equivalent combination of education and experience • 5–8 years of experience in Customer Success, Account Management, or related customer-facing roles, ideally in SaaS or technology environments • Experience with Salesforce • Experience with a Customer Success Management platform is a plus

🏖️ Benefits

• Remote work with intentional opportunities to collaborate and connect with colleagues asynchronously and in person • Global Gratitude and Recharge Days • Flexible, paid time off policy • Employee wellness programs and counseling resources • Meaningful peer recognition and awards • Paid parental leave • Invention/patenting assistance • Community impact, paid volunteer time, and opportunities • Intercultural learning and celebration • Multiple tools through which to learn and grow, and an incredible global community • Twelve paid holidays • 401(k) with employer match • Competitive benefits package • E-Verify work authorization participation • Equal Employment Opportunity organization

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