Senior Customer Success Manager
HybridPosted July 25, 2026
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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