Customer Success Specialist

About Nintex:

At Nintex we are transforming the way people work everywhere.

As the global standard for process intelligence and automation were trusted by over 10000 public and private sector organizations across 90 countries. Our customers from industry giants like Amazon Coca-Cola and Microsoft rely on the Nintex Platform to accelerate their digital transformation journeys by managing automating and optimizing business processes quickly and efficiently. We improve their lives through the technology we build.

We are committed to fostering a workplace that supports amazing people in doing theirvery best work every day. Collaboration is constant our workplace is fun the environment is fast-paced and we value our peoples curiosity ideas and enthusiasm. Driven by passion and accountability we take initiative measure progress and deliver results. Our culture fosters innovation and problem-solving fueled by curiosity and a commitment to thinking big. Together we move with agility prioritize customer needs and build unity through empathy leaving a positive impact wherever we go.

About the role:

The Customer Success Specialist is a reactive engagement-manager role focused 100% on customers flagged as at-risk. You will triage risk signals coordinate the right cross-functional tiger team (Support Renewals Sales Professional Services Product Enablement Partners) and drive a clear Risk Mitigation Plan (RMP) to resolution. You own the end-to-end turnaround motion from first signal through stabilization ensuring risks are contained quickly customers see a credible path to value recovery and learnings are documented to prevent recurrence.

Your contribution will be:

1) Risk Intake Triage & Prioritization

• Monitor Tingono Salesforce telemetry and sentiment to identify/validate risk type severity and renewal impact.

• Classify risks (e.g. Adoption/Value Technical/Defects/Performance Services/Timeline Commercial/Contract Executive Sponsor/Change Mgmt Security/Compliance).

• Open a standardized Risk Mitigation Plan within 24 hours including problem statement success criteria owners milestones and timeline SLAs.

2) Engagement Management (Cross-Functional Orchestration)

• Stand up the right response pod based on risk type (e.g. Support Product for defects; PS Enablement for adoption; Sales Renewals for commercials).

• Run cadences (daily/bi-weekly as needed) set agendas track actions unblock decisions and escalate when SLAs are at risk.

• Maintain a single source of truth (Salesforce) with updated status decisions and next steps.

3) Customer Communications & Expectation Management

• Establish a clear comms plan with the customer (who/what/when) including executive updates for high-severity risks.

• Translate technical issues into business impact and value-recovery narratives; align on stabilization checkpoints and closure criteria.

• Capture VoC and feedback to inform playbooks and product improvements.

4) Risk Mitigation Planning (RMP) & Documentation

• Author and maintain the RMP: root cause (interim/confirmed) actions owners due dates metrics and acceptance criteria.

• Track leading indicators (adoption/utilization deltas support backlog burn-down time-to-green) and lagging outcomes (save vs churn GRR).

• On closure deliver post-incident review (PIR) with preventive recommendations and update playbooks.

5) Renewal Support for At-Risk Accounts

• Partner with Renewals and Sales on save strategies offers and timing based on verified progress against the RMP.

• Provide data-driven proof of value recovery (health trendlines ROI evidence resolved blockers).

• Ensure internal alignment on negotiation guardrails and exit criteria when save probability is low.

6) Continuous Improvement & Playbooks

• Feed systemic insights to CS leadership Support PS and Product to remediate recurring patterns.

• Contribute to and refine risk playbooks templates and response SLAs.

• Help tune Tingono/Salesforce signals to reduce false positives and speed detection.

To be successful we think you need:

• 24 years in Customer Success Engagement/Program Management Support Operations or similar customer-facing roles in B2B SaaS.

• Strong analytical mindset: turn telemetry and support data into decisive actions and clear customer narratives.

• Experience with Salesforce

Whats 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 workforcean 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: Experience:

Unclear Seniority