Customer Success Manager

Overview

In this Customer Success role, you guide key enterprise customers in the UK and Ireland along their DEX journey, helping to embed Nexthink solutions for adoption and value realization. You will align with Sales, Solution Consulting, and Services to drive renewals, expansion, and long-term partnerships. Your focus is on building trusted executive relationships, delivering value through measurable outcomes, and leading customers through the DEX lifecycle. This role offers impact by shaping how customers realize digital employee experience at scale and fosters collaboration across Nexthink teams.

Pay / Benefits

• hybrid work model
• unlimited vacation with 25 days holidays
• private health insurance for you and family
• pension contribution 12%
• 3 company-paid volunteer days
• gym and fitness reimbursement

Responsibilities

• Own and execute a comprehensive success plan for up to 20 enterprise customers, focusing on people, processes, technology, communication and value.
• Act as a trusted advisor with CIO-level stakeholders and provide industry/contextual viewpoints.
• Quantify and communicate customer value, guide adoption, and advocate for customer success internally.
• Ensure on-time renewals and contribute to renewal targets through value-tracking activities.
• Identify expansion opportunities via Professional Services or upsell/cross-sell, aligned with the account team.
• Maintain customer health with regular cadence, monitor sentiment, and escalate risks.
• Deliver DEX workshops to educate on product use and value quantification.
• Participate in quarterly business reviews with stakeholders to report progress and provide thought leadership.
• Voice the customer inside Nexthink for product, R&D, Sales and Marketing improvements.
• Foster cross-team collaboration to enhance customer experience and outcomes.
• Keep CRM data accurate and up-to-date.

Key requirements

• 7+ years of Customer Success Management experience in software with large enterprise accounts and SaaS adoption.
• Ability to drive the DEX Methodology (people, process, technology, communication, value) to achieve adoption and value realization.
• Strong business acumen for translating context into pragmatic solutions.
• Entrepreneurial mindset and ability to work independently with good judgment for escalation.
• Technical background or tech-savvy to learn Nexthink products and services; understanding IT project delivery and digital transformation is preferred.
• Ability to engage across all levels of a customer hierarchy, including C-suite.
• Excellent written and verbal communication; ability to interact with senior leaders.
• Organized and structured, capable of navigating complex situations.
• Positive, proactive attitude with a drive to deliver results.
• Knowledge of IT Operations, ITSM/ITIL, or End User Compute/Client Management is preferred.
• Business-level English required; additional languages (Spanish, French, German) a plus.

• strong communication
• relationship-building
• collaborative mindset
• DEX methodology (people, process, technology, communication, value)
• DEXOps knowledge
• SaaS adoption and customer lifecycle management

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