Customer Success Manager

About Nintex:

Nintex the possibility engine helps companies unlock the power of endless possibilities. Today more than 8500 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.

This role will be supporting customers in the AMER region which will involve shift work. The working hours for this role will be 12pm 8pm Monday Friday.

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:

• Bachelors 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 Tingono 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: all that #LifeAtNintex has to offer

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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 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 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: Statement: Preference will be given to People Living with Disability who are members of the designated groups in line with the Employment Equity Plan and Targets of the Company.

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