Senior Customer Success Manager

| Boston, MA, USA | Remote | Hybrid
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Company Description

Nexthink is the global leader in digital employee experience management. Our products allow enterprises to create highly productive digital workplaces for their employees by delivering optimal end-user experiences. Through a unique combination of real-time analytics, automation and employee feedback, Nexthink gives IT teams the insight they need to empower and even delight people at work.

With worldwide headquarters in Boston (go-to-market) and Lausanne, Switzerland (engineering & product management), Nexthink also has offices in France, UK, Germany, Spain and UAE. Our growing team of Nexthinkers is proud to be making the digital work lives of nearly ten million employees across 1,000 customers more productive.

At Nexthink, we believe actions are stronger than words when it comes to diversity, inclusivity, 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. Join us today

Job Description

This role is to support growth and customer retention in the USA 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. 

You will be expected to provide support and best practice on building a DEX team, embedding DEX in existing processes (e.g. ITSM) and building new DEX processes to ensure positive outcomes for your customers and a long-term partnership with Nexthink. 

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 12-15 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.

  • Engage and build relationships with key technical leadership 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, collaborating with the Account Team including 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, participate in 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 the voice of the customer and provide feedback to Nexthink Product Management, R&D, Sales and Marketing teams.

  • Foster collaboration within the Nexthink ecosystem (internal and external) and share 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. 


  • 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 25-50% travel within the US, and sometimes internationally if required. 

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.

Total Rewards @ Nexthink
At Nexthink, we offer one of the most comprehensive and generous benefits plans. Your total rewards compensation package includes base salary and may also include a commission or performance bonus plan, as well as equity. We provide our US employees with 100% covered company benefits that consist of health, dental, vision as well as access to life insurance, long-term disability, and accidental death/personal loss coverage. 

In addition, we offer: 

  • 🏖️ Flexible Hours and unlimited vacation (employees have unlimited paid time off on top of the 15 days of holidays we offer), 11 company-paid holidays, and 3 extra days for volunteering.
  • 🏡 Hybrid work model that balances office and remote work, with structured onboarding to foster connections and team integration.
  • 📚 Free access to professional training platforms to explore your interests and enhance your skills.
  • 🍼 Up to 16 weeks of paid leave for birthing parents/primary caregivers, 6 weeks for secondary caregivers.
  • 💰 Plan for the future with a 401(k) plan featuring up to 4% company matching contributions, vesting immediately, to grow your retirement savings.
  • 📣 Bonuses for referring successful hires after three months of continuous employment.

Base salary ranges are determined by country, role, level, experience, and skills. The range displayed on each job posting reflects Nexthink’s good faith determination of the minimum and maximum targets for new hire salaries across all US locations. Individual pay is determined by related factors, including job skills, experience, and relevant education or training, which may impact a final offer. Your Talent Acquisition Partner can share more about the specific salary range during the hiring process.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C#Languages
    • CSSLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • ScalaLanguages
    • KubernetesLanguages
    • jQueryLibraries
    • ReactLibraries
    • DockerFrameworks
    • KafkaFrameworks
    • KubernetesFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • TerraformFrameworks
    • MySQLDatabases
    • NoSQLDatabases
    • PostgreSQLDatabases
    • Clickhouse Databases
    • AWS (Amazon Web Services)Services
    • GitLabServices
    • Microsoft AzureServices
    • New RelicServices
    • Google AnalyticsAnalytics
    • InVisionDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • WrikeManagement
    • WordpressCMS
    • SalesforceCRM
    • MarketoEmail
    • MarketoLead Gen


Our new location is close to most major lines of public transit, and we're surrounded by the best food & entertainment in the city! With a hybrid work environment, our office experience team is working to curate weekly social events and meaningful gatherings for employees to connect.

An Insider's view of Nexthink

What are some social events your company does?

From game nights to happy hours, Nexthink hosts new events every week to get the team together for some fun. Even when work is over, Nexthinkers make an effort to do things together which is a huge testament to just how much everyone enjoys each other’s company and gets along.


Social Marketing Specialist

What does your typical day look like?

Any day at Nexthink is entertaining! We’re in the process of becoming a fully cloud-based company and are creating incredibly powerful software. Nexthink engineers collaborate with teams across the business to deliver an amazing product. Software engineering is craftsmanship and we engage and interact a lot to develop a product our customers love.


Engineering Director

What does career growth look like on your team?

I’m a strong believer that everyone needs something different when it comes to career growth. As a leader, it’s about helping team members chart their personal path. They’re in the driver’s seat, I’m in the passenger seat. My role is to help them understand how to navigate the journey of where they are and where they want to eventually be.


VP Global Customer Success

How do you make yourself accessible to the rest of the team?

From day one, I make sure everybody understands that feedback to leadership is important. It's also important for leaders to truly listen to employees. We have programs like Nexthink Live & town halls where employees can ask questions directly to management. On top of that I try to personally read and answer all emails from employees.


CEO & Co-Founder

What are some things you learned at the company?

Our executive team is from different countries all over the world; Nexthink is the first company I’ve worked for with that kind of diversity at the leadership level. It brings a different perspective to how you look at problems and how you are treated as a person. There’s a real emphasis on bringing your whole, authentic self to work.


Senior Director, NA Field Marketing and Alliances

What are Nexthink Perks + Benefits

Nexthink Benefits Overview

Nexthink's mission is to delight people at work - and that means delighting our own employees, too. Our people are our greatest strength, and we make sure Nexthinkers covered, protected, and supported in all aspects of their life. We offer a wide range of comprehensive benefits that will allow you more freedom and flexibility to allow you to focus on doing what you do best, inside and outside of work.

Volunteer in local community
Giving back to the communities in which we live and work is so important to us. We allow, and encourage, all Nexthinkers to use 3 company-paid days per year to give back to causes they care about.
Partners with nonprofits
Nexthink proudly partners with organizations like TechSpark Academy, Powercoders, Resilient Coders and others to democratize and expand access to tech education.
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee-led culture committees
Hybrid work model
In-person revenue kickoff
Employee awards
Flexible work schedule
We're focused on results, not the hours you're at your desk. We offer freedom & flexibility to get your job done wherever & whenever, as long as discussed with your manager and meets local regulations
Remote work program
Documented equal pay policy
Dedicated diversity and inclusion staff
Highly diverse management team
Hailing from 7 different countries, our Leadership Team's experience, background, and depth of knowledge give them the unique perspective to drive Nexthink's vision and global strategy.
Diversity manifesto
Mean gender pay gap below 10%
Hiring practices that promote diversity
Our global talent teams use technology to match skills and capabilities to job requirements, helping to reduce bias in the selection and screening process.
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Not only will you have access to different types of health insurance plans and coverages, but Nexthink will cover your healthcare premiums, too!
Life insurance
Wellness programs
Membership for all employees to Thrive Global Wellness platform
Team workouts
Mental health benefits
In addition to programs that promote mental & emotional wellbeing like counseling, therapy, and crisis support, our employees also lead mindfulness classes to focus on breathwork & best practices.
Financial & Retirement
We give you the tools to plan for the future while you're with us. We provide a 401(k) plan which allows you to make pre-tax or ROTH contributions from your first day of employment.
401(K) matching
Company equity
Take us to new heights and share in the success. We offer different types of employee stock ownership, including company shares, performance shares, and experts & management share.
Employee stock purchase plan
Performance bonus
We like achieving our goals. We offer cash bonuses, company equity, and even company-paid trips for our top performers.
Charitable contribution matching
Pay transparency
Child Care & Parental Leave
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Return-to-work program post parental leave
Vacation + Time Off
Unlimited vacation policy
Paid volunteer time
Giving back to the communities in which we live and work is so important to us. Each Nexthinker can (and is encouraged to!) use 3 company-paid days per year to volunteer at causes they care about.
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Getting to work isn't always fun, but we help minimize the inconvenience of your commute by allowing you to use pretax dollars to pay for eligible transit and parking fees.
Company-sponsored outings
Free snacks and drinks
Some meals provided
We like breaking bread together and getting to know each other over food & drink, away from our desks. We provide meals from the best local restaurants in the area from time to time.
Company-sponsored happy hours
Cheers to that! You can find us celebrating each others' wins, life milestones, and other important events.
Relocation assistance
Home-office stipend for remote employees
Meditation space
Mother's room
Professional Development
Job training & conferences
Lunch and learns
Promote from within
Continuing education stipend
Online course subscriptions available
Paid industry certifications
Personal development training

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