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    Director of Customer Success - Boston, United States - Nexthink

    Nexthink
    Nexthink Boston, United States

    1 week ago

    Default job background
    Full time
    Description

    Company Description Hi, we are Nexthink, pioneers in the digital employee experience niche. Our innovative solutions integrate real-time analytics, automation, and employee feedback across all endpoints to assist IT teams in ensuring a pleasant working environment. With a cloud-native platform, we identify and address issues, automate responses, and aid companies in enhancing their employees' productivity, efficiency, and overall happiness at work. Boasting numerous deployed endpoints, exceeding $100M in ARR, and recently securing $180M in Series D funding, valuing the company at $1.1B, our journey is just beginning.

    Job Description We are seeking an adept leader to expand our US region Customer Success team at Nexthink. The role involves scaling the US CSM team while actively engaging with high-profile customers. At Nexthink, CSMs go beyond standard support roles, focusing on ensuring customers continually derive value from our platform by managing the customers' maturity journey and maximizing their Nexthink Investment. The CSM Director will excel at guiding customers to enhance their Nexthink maturity through a structured and scalable approach. Collaboration with Sales, Professional Services, and Solution Consulting teams is key to driving operational success and cultivating lasting relationships with strategic customers.

    Reporting to the SVP of Technical Services, this role is pivotal within the customer success leadership team, fostering cross-functional alignment at a regional level. The ideal candidate will embody a customer-centric ethos, adept at championing customer outcomes in their region. They must possess a track record of fostering and leading high-performance customer success teams.

    Responsibilities:

    • Show actual value and link to business by managing the customers' maturity journey
    • Establish and maintain trusted relationships with Workplace Leaders
    • Identify and highlight risks and opportunities
    • Develop and oversee customer Maturity journey across Platform, People, Process, and Outcomes
    • Assist Leaders in demonstrating value to Executives
    • Ensure implementation of use cases and product adoption
    • Safeguard product reputation and introduce additional offerings to customers
    • Effectively manage critical operational escalations
    • Promote Workplace Leader Advocacy by engaging with the Nexthink community
    • Devise Maturity-based Customer Success Plans
    • Offer best practice advice and guidance across Platform, People, Process, and Outcomes
    • Track value and adoption
    • Create Maturity/Value content for EBRs
    • Identify and mitigate risks
    • Conduct monthly CSP/Success reviews with Leaders

    Qualifications

    • 12+ years of experience in Customer Success Services, with exposure to SaaS products throughout the sales and delivery cycle, especially in on-boarding, implementing, adopting, realizing value, and ensuring retention
    • Possess extensive leadership background, with over 5 years at a senior level in a matrixed environment
    • Skilled in managing high-level customer relationships, negotiations, and transactions
    • Proven experience in fostering a culture focused on performance and metrics
    • Experience in developing outcome-centric service offerings for complex products
    • Ability to collaborate with cross-functional teams in a matrixed environment to achieve company goals
    • Strong communication skills for effective reporting on key initiatives and measures, facilitating proper escalation processes and risk management
    • Deep empathy for customers and a drive for growth
    • Possess an analytical and process-driven mindset
    • Enthusiastic and creative leader with a knack for inspiring others
    • Team player with a collaborative approach towards internal and external team members

    Additional Information We are a global workforce of 800+ employees across 21 countries in 8 different time zones, communicating in over 60 languages. At Nexthink, we are action-oriented, constantly evolving, and united as one team. We prioritize diversity, inclusion, and equity, fostering innovation in the digital employee experience landscape. Our employees, known as Nexthinkers, embody diverse backgrounds and perspectives, collectively dedicated to crafting solutions for the modern workplace.

    Being a rapidly growing company, we have numerous opportunities available at our Boston office. If you crave a change, enjoy challenges, and seek a collaborative and enjoyable work environment, this is the perfect chance for you to join us on this exciting journey.

    Total Rewards @ Nexthink
    At Nexthink, we offer a robust benefits package, including health, dental, vision, life insurance, long-term disability, and accidental death/personal loss coverage, all fully covered by the company. Compensation includes base salary, with potential for commission or performance bonuses and equity. Our US employee salaries vary based on role, experience, and skills, tailored to ensure fair remuneration. During the hiring process, your Talent Acquisition Partner will provide more details on the specific salary range for the role.

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