About the role:

The Senior Customer Success Manager (Sr CSM) is responsible for driving product adoption, value realization, and retention at scale across a broader and more complex customer portfolio. The Sr CSM proactively manages customer health and engagement using usage telemetry, adoption signals, and actionable insights to prioritize intervention, mitigate risk, and drive growth. This role operates with a high degree of autonomy and partners cross-functionally to execute repeatable success plays and ensure consistent, data-driven customer outcomes.

Your contribution will be:

Territory & Account Planning

• 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 to inform retention and growth strategies

• Maintain continuous engagement through feedback loops, sentiment tracking, and milestone alignment across a portfolio of accounts

• Anticipate inflection points (renewal, expansion, modernization, risk) and proactively adjust success strategies

• Coach peers on account planning best practices and success plan quality

Onboarding & Enablement

• Create onboarding plan and lead onboarding, facilitate training, and early adoption for complex or strategic customers

• Deliver key check-ins (e.g., 30/90-day) to ensure progress, alignment, and issue resolution, including executive sponsor engagement where needed

• Surface blockers, collect feedback, and drive resolution across multiple internal teams

• Act as the voice of the customer internally, influencing product and success strategy with clear, outcome-based recommendations

• Transition customers to steady state with scalable success metrics, repeatable playbooks, and high-quality hand-off documentation

• Identify patterns in onboarding challenges and influence improvements to onboarding frameworks

Relationship Development

• Build trusted relationships with day-to-day users, champions, LOB leaders, operational leaders and senior/executive stakeholders

• Identify new champions and nurture them into influential internal advocates and sponsors

• Flag opportunities to deepen engagements via advocacy (references, success stories, events, advisory forums, analyst reviews)

• Navigate complex stakeholder landscapes and competing priorities with confidence

Value Realization & Adoption

• Track usage, adoption, and health to highlight business outcomes, ROI, gaps, opportunities and to flag risks at scale

• Develop and continuously evolve success plans to close gaps in adoption and ensure full value realization

• Gather and share product-specific feedback with clear prioritization and customer impact articulation

• Proactively resolve challenges and lead high-severity escalations to resolution

• Deliver executive-level CBR-ready scorecards, success metrics, and future-state recommendations

• Mentor other CSMs on value storytelling and outcome-based conversations

Renewals

• Support renewal motion with strategic, data-driven insights on product value and usage health

• Own monthly health reviews and risk mitigation plans for renewals

• Proactively identify churn signals and implement structured turnaround and recovery plays

• Document and share adoption success stories to influence renewal strategy and leadership decisions

Expansion

• Identify unmet use cases, product gaps, or business needs to drive growth within and across accounts

• Collaborate with Account Directors to validate and position expansion opportunities using adoption data and customer outcomes

• Build success plans that align new product adoption with measurable business outcomes and executive priorities

• Track expansion execution, post-sale enablement, and early success indicators to ensure long-term retention of expanded footprint

Modernization

• Surface modernization as a strategic initiative during value realization or adoption checkpoints

• Share usage data and pain points that support the need for modernization with quantified business impact

• Reinforce business value during the transition and partner with customers on change management and risk mitigation

Leadership & Scale

• Serve as a role model for best practices in customer success execution and customer advocacy

• Mentor and coach CSMs on complex accounts, executive conversations, and risk management

• Contribute to the evolution of success frameworks, playbooks, and tooling

To be successful, we think you need:

• 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

What's in it for you?

Nintex has a hybrid working model, enabling us to build culture, learn, and grow together. We intentionally connect and collaborate, while emphasizing flexibility with a blend of at-home and in-office work. This role is remote, with intentional opportunities to collaborate and connect with your colleagues both async and in person

While our offerings differ from country to country, we offer our entire global workforce an array of exciting perks and benefits, including

• 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

View more about our benefits here: https://www.nintex.com/wp-content/uploads/2023/01/Global-Perks-and-Benefits.pdf.

Target Compensation Range (US ONLY): 78,000 - 150,000 USD annually. On target compensation refers to the base salary and applicable variable target for this role. The range is an estimate, base pay will ultimately be decided at the offer stage, based on an individual candidate's skills and experience aligned with the needs of the role. Base pay may vary based on several factors including geographic location, role specific qualifications, and seniority. Nintex also offers a competitive benefits package including paid time off, twelve paid holidays, 401(k) with employer match, and more.

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