Customer Success Manager

This role is to support growth and customer retention across Europe and will be responsible for a portfolio of our strategic enterprise customers. The primary objective of the role is to help guide Customers along their DEX journey, following Nexthink’s DEX Methodology, to drive growth and 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 lead the customer to success in their DEX Journey. This means providing support and best practices on getting started with DEXOps, developing a plan for adoption of DEX into the Customer’s ecosystem, and ensuring positive outcomes for your customers while solidifying their 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, renewals and upsell opportunities. 

Main functions: 

• Aligned to up to 20 Nexthink Enterprise customers, you will own and execute a comprehensive customer success plan that emphasizes the critical pillars of people, processes, technology, communication and value, all aimed at effectively integrating Nexthink solutions and building a DEX journey.  
• Be a Trusted Advisor to the Customer: Build relationships with key leadership contacts within the CIO organization and other influential stakeholders. Have a POV on the customer industry, competitive landscape, and the DEX market. Understand the customer’s technical challenges and dependencies. 
• Deliver Value for the Customer: Identify, define, track, measure and share the overall impact and value of Nexthink. Guide the Customer on their journey and hold them accountable. Evangelize the customer’s success (internally, and with Customer stakeholders).  

• 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 (people, process, technology, communication, value) to ensure adoption and value realization.  

We are the pioneers and trailblazers of a global IT Market Category (DEX) that is shaping the future of how the world works, giving our customers’ IT Teams total digital visibility across their enterprise. Our innovative solutions integrate real-time analytics, automation, and employee feedback across all endpoints. This enables our IT teams to solve complex technical challenges, create ever more productive workplaces, and deliver happy, satisfied employees in the digital workplace.

With over 1000 employees across 5 continents, Nexthink operates as One Team, connecting, collaborating and innovating to continuously grow. We call our employees ‘Nexthinkers’ and our commitment to diversity, inclusion, and equity is second to none. We currently have over 75 nationalities working with us, from all cultures and backgrounds, speaking many different languages.

If you are looking for a change and like a nice atmosphere, lots of challenges, and having fun while working, this is a great opportunity for you! Check what we offer:

• 💼 Permanent Contract and a competitive compensation package. 
• 📍Amazing location in Cannon Street, not far from St. Paul's Cathedral. 
• 🏡 Hybrid work model balancing office and remote work, fostering effective onboarding and team connections for new hires. 
• 🏖️ Flexible Hours and unlimited vacation (employees have unlimited paid time off on top of the 25 days of holidays we offer) plus 3 company-paid volunteer days. 
• 🩺 Fully covered private health insurance for you and your family, life insurance plans, and Medicash Solo Level 2, ensuring comprehensive protection. 
• 💰 Pension contribution of 12% (6 % from the employee and 6% from the employer). 
• 📚 Free access to professional training platforms to explore your interests and enhance your skills. 
• 🍼 16 weeks of fully paid leave for primary caregivers, 6 weeks for secondary caregivers, and Kiddivouchers to ease childcare expenses. 
• 🚆 50% reimbursement on public transportation fees, up to a maximum of 1,250£ gross/year. 
• 🤸 Reimbursement of up to £40 for gym and fitness memberships monthly. 
• 📣 Bonuses for referring successful hires after three months of continuous employment.