Nexthink is a leader in digital employee experience management software. Based in Chicago with a hybrid work model, Nexthink is seeking a Senior Customer Success Manager to support growth and customer retention in North America. You will manage a portfolio of up to 20 Nexthink Enterprise customers and guide them through the DEX journey, driving adoption, value realization, renewals, and expansion.

Responsibilities

Qualifications:

Build trusted advisory relationships with CIOs and senior stakeholders; understand industry context, challenges, and dependencies.
Develop and execute comprehensive customer success plans focused on people, processes, technology, communication, and value.
Track and demonstrate the value of Nexthink solutions; communicate outcomes to customers and internal teams.
Ensure on-time renewals and identify expansion opportunities (professional services, upsell, or cross-sell).
Maintain customer health with regular check-ins and risk mitigation; coordinate with Account Managers, Solution Consultants, Professional Services, and Support.
Lead DEX workshops and participate in quarterly business reviews with customer stakeholders.
Act as the voice of the customer to Product, R&D, Sales and Marketing; share best practices and feedback.
Keep CRM data accurate and up to date.
Travel 25-50% within the US and, if required, internationally.
5+ years of experience as a Customer Success Manager in software for large enterprise accounts; proven adoption of SaaS.
Ability to drive the DEX Methodology (people, process, te

About the role

Nexthink is a leader in digital employee experience management software. Based in Chicago with a hybrid work model, Nexthink is seeking a Senior Customer Success Manager to support growth and customer retention in North America. You will manage a portfolio of up to 20 Nexthink Enterprise customers and guide them through the DEX journey, driving adoption, value realization, renewals, and expansion.

Responsibilities

Qualifications:

Build trusted advisory relationships with CIOs and senior stakeholders; understand industry context, challenges, and dependencies.
Develop and execute comprehensive customer success plans focused on people, processes, technology, communication, and value.
Track and demonstrate the value of Nexthink solutions; communicate outcomes to customers and internal teams.
Ensure on-time renewals and identify expansion opportunities (professional services, upsell, or cross-sell).
Maintain customer health with regular check-ins and risk mitigation; coordinate with Account Managers, Solution Consultants, Professional Services, and Support.
Lead DEX workshops and participate in quarterly business reviews with customer stakeholders.
Act as the voice of the customer to Product, R&D, Sales and Marketing; share best practices and feedback.
Keep CRM data accurate and up to date.
Travel 25-50% within the US and, if required, internationally.
5+ years of experience as a Customer Success Manager in software for large enterprise accounts; proven adoption of SaaS.
Ability to drive the DEX Methodology (people, process, te

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