Senior Customer Success Manager
$135,000–$225,000 year
HybridChicago, Illinois, United States
Job Summary
Own and execute comprehensive customer success plans for up to 20 strategic enterprise clients, guiding them through the DEX journey to drive adoption and value realization. Build trusted advisor relationships with CIOs and key stakeholders to deliver workshops, track metrics, and ensure on-time renewals while identifying upsell and cross-sell opportunities. Maintain customer health by escalating risks, collaborating with Sales, Solution Consulting, and Product teams, and providing direct feedback to shape future product development. Act as the voice of the customer to foster ecosystem collaboration and share best practices. This role requires 25-50% travel within the US and internationally, with a base salary plus commission or performance bonus.
Required Qualifications
- 5+ 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 (people, process, technology, communication, value) 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
- Understanding of the IT project delivery lifecycle and digital transformation initiatives
- Ability to effectively manage, guide, and build rapport within all parts of the customer's hierarchy, from the technical teams to the C-suite
- 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 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
Desired Qualifications
- Understanding of IT Operations, ITSM processes (ITIL), or End User Compute/Client Management practices is preferred
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