Customer Success Manager

About Nintex:

Nintex, the possibility engine™, helps companies unlock the power of endless possibilities. Today, more than 8,500 public and private sector organizations across more than 100 countries turn to the Nintex platform to automate how work gets done, remove friction from business processes, and unlock the full potential of their people. 

We are a diverse global team who - together - leaps into challenges, seizes opportunities, and lifts each other up as we adapt and build towards one common purpose: helping companies unlock the power of endless possibilities. 

About the role:

The Customer Success Manager (CSM) is responsible for driving product adoption and maximizing customer value to support retention. The CSM manages day-to-day customer health and engagement, fostering growth through regular interactions, actionable insights, and telemetry data, while collaborating cross-functionally to ensure smooth execution of success plans. 

Your contribution will be:

Territory & Account Planning  

• Co-create success plans aligned with customer goals, lifecycle maturity, and long-term value realization 

• Deliver 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 

 Onboarding & Enablement 

• Create onboarding plan and lead onboarding, facilitate training, and early adoption  

• Deliver key check-ins (e.g., 30/90-day) to ensure progress, alignment, and issue resolution  

• Surface blockers, collect feedback, and drive resolution  

• Act as the voice of the customer internally, influencing product and success strategy  

• Transition to steady state with clear success metrics and hand-off documentation 

 Relationship Development 

• Build trusted relationships with day-to-day users, champions, LOB leaders, and operational leaders  

• Identify new champions and nurture them into internal advocates 

• Flag opportunities to deepen engagements via advocacy 

 Value Realization & Adoption 

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

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

• Gather and share product-specific feedback 

• Proactively resolve challenges and escalations 

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

 Renewals 

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

• Own 180/270/300/330-day health reviews and risk mitigation plans for renewals  

• Proactively identify churn signals and implements turnaround plays 

• Document and share adoption success stories to support renewal messaging 

 Expansion 

• Identify unmet use cases, product gaps, or business needs to drive growth 

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

• Build success plans that align new product adoption with customer business outcomes 

• Track expansion execution, post-sale enablement, and early success indicators 

 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 

• Reinforce business value during the transition and supports change management planning with the customer

To be successful, we think you need:

• Bachelor’s degree in related field or equivalent combination of education and experience   

• 3-5 years of experience in Customer Success, Account Management, or related customer-facing roles, ideally in SaaS or technology environments  

• Experience with Salesforce 

• Experience with Gong is a plus  

Discover #LifeAtNintex 

Hear from our current customer success team and learn how you grow your career with learning & progression whilst working to support customers across the globe. 

💬Hear from Sam, current customer success manager based in Johannesburg: https://tr.ee/Bc39CaT5Xl 

Discover all that #LifeAtNintex has to offer 

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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 a hybrid role in our local Nintex office.

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. 

We are a 2023 Circle Back Initiative Employer – we commit to respond to every applicant.