Enterprise Customer Success Manager (Public Sector)

About Nintex: 

At Nintex, we are transforming the way people work, everywhere.  

As the global standard for process intelligence and automation, we're trusted by over 10,000 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 their very best work every day. Collaboration is constant, our workplace is fun, the environment is fast-paced, and we value our people’s 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 Manager (CSM) is responsible for driving product adoption and maximizing customer value to support retention, with a customer base primarily in the public sector or government space.You’ll monitor customer health, identify growth opportunities, and collaborate cross-functionally to execute success plans that drive retention and satisfaction. 

Your contribution will be:  

 Territory & Account Planning  

• Develop and execute success plans aligned with customer goals and lifecycle stage
• Leverage telemetry and usage data to uncover adoption trends and growth opportunities
• Maintain regular engagement through feedback loops and milestone tracking

Onboarding & Enablement 

• Create onboarding plan and lead onboarding, facilitate training, and early adoption 
• Lead customer onboarding and early adoption through structured plans and training
• Deliver key check-ins (e.g., 30/90-day) to align, resolve issues, and measure progress
• Identify blockers, gather feedback, and advocate internally for customer needs
• Ensure smooth handoffs with defined success metrics 

Relationship Development 

• Build strong, trusted relationships with users, champions, and business leaders
• Cultivate new advocates and deepen customer engagement
• Identify and promote opportunities for customer advocacy

Value Realization & Adoption 

• Monitor adoption and usage to highlight ROI, uncover risks, and demonstrate business outcomes
• Build and maintain success plans that drive deeper adoption and value realization
• Proactively manage escalations and resolve challenges
• Deliver success scorecards and forward-looking recommendations

Renewals 

• Partner with the renewal team by providing insight into customer health and product value
• Own 180/270/300/330-day reviews to ensure continued success and address risks
• Identify churn indicators and implement turnaround strategies
• Share success stories to strengthen renewal messaging

Expansion 

• Spot unmet needs or new use cases to fuel growth
• Partner with Account Directors to validate expansion opportunities using customer data
• Build success plans that connect product expansion to business outcomes
• Track progress and early indicators of expansion success

Modernization 

• Identify and position modernization opportunities during adoption checkpoints
• Use data and feedback to support modernization discussions
• Guide customers through change management and value-focused transitions

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