Customer Success Manager (Talent Pool)

Shape the Future of Digital Employee Experience in Japan!

As Nexthink continues its expansion into Japan we are looking for a skilled Customer Success Manager to support our growing business. This role is critical in helping enterprise organizations understand the power of Nexthinks Digital Employee Experience (DEX) solutions. You will be responsible for a portfolio of our strategic customers.  The primary objective of the role is to help guide them along their DEX maturity journey of people process and technology by driving the 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..

This is a key position within the Technical Services team and the successful candidate will be expected to collaborate with the Sales Solution Consulting Professional Services Customer Support and Product teams to drive positive customer outcomes operational success and upsell opportunities.

Main functions:

• Working with Nexthink Enterprise customers you will own and execute a comprehensive customer success plan that emphasizes the critical pillars of people processes and technology all aimed at effectively integrating Nexthink solutions and building DEX maturity.  This includes support and best practise on building a DEX team embedding DEX in existing process (e.g. ITSM) and building new DEX processes.
• Engage and build relationships with key contacts and other influential stakeholders as a trusted advisor and identify define track and measure the overall impact and value of Nexthink.  
• Identify new opportunities for Nexthink either through Professional Services engagements or upsell/cross-sell of additional Nexthink services and solutions. 
• Identify and escalate any critical issue or risk of renewals working collaboratively with the Account Team including but not limited to the Account Managers Solution Consultants Professional Services and Support Teams.
• Work to ensure renewal through extensive use of Value Tracking activities.
• Host workshops that support educating and development of the customer journey in the use of the product and how to quantify the value of outcomes.
• In partnership with the Account manager lead quarterly business reviews with key customer stakeholders to communicate progress against the success plan and provide thought leaderships on customer maturity journey focused on required outcomes. 
• Act as a voice of the customer and provide feedback to Nexthink Product Management R&D Sales and Marketing teams. 
• Fostering collaboration within the Nexthink ecosystem (internal and external) and sharing best practices to enhance the customer experience and business outcomes.
• Update our CRM database and make sure that customer data is always accurate and reliable.

#LI-Hybrid

Qualifications :

• 10 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 people process and technology aspects of a software solution 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 technologically savvy to be able to learn Nexthink products and services technologies and business. 
• 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 understanding of IT Operations ITSM processes (ITIL) or End User Compute/Client Management practices is preferred. 
• Strong customer facing and presentation skills. 
• Fluent in English and Japanese.

Why Join Nexthink

• Be Part of a Landmark Expansion Play a key role in Nexthinks entry into Japan and contribute to our long-term success in the region.
• Innovative Technology Work with a globally recognized leader in Digital Employee Experience solutions.
• Career Growth & Development Expand your career in a fast-growing high-impact role with opportunities to shape the Japanese market strategy.
• Collaborative Respectful Culture Join a team that values teamwork integrity and cultural adaptabilit.

Additional Information :

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. 
•   Hybrid work model balancing office and remote work with a structured approach for new hires to foster connections and onboarding. 
• Top-up medical insurance plus Life & Accident insurance. 
• Flexible Hours and very good vacation planplus 3 company-paid volunteer days. 
• Commuting allowance. 
• 16 weeks of fully paid leave for primary caregivers and 6 weeks of fully paid leave for secondary caregivers. 
• Free access to professional training platforms to explore your interests and enhance your skills. 
• Bonuses for referring successful hires after three months of continuous employment. 

Remote Work :

No

Employment Type :

Full-time