Customer Success Manager - US

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 Senior Customer Success Manager (Sr CSM) is responsible for adoption, usage, and account growth for existing top annual recurring revenue (ARR) customers of Nintex. This role includes evangelism and enablement of Nintex products to existing customers and to the specific top customers’ partners through the use of demonstrations and proofs of concept. Helping our top customers get the most out of their Nintex investments, assisting their partners in the process, and driving adoption, usage, and account growth is the key charter for this role. 

This position also serves as a highly collaborative conduit between customer success, support, product, and sales and requires the ability to prioritize and manage multiple competing projects simultaneously. Critical elements to success include being proactive, results-driven, tenacious, and possessing the proven ability to engage and influence all levels of customers from business teams to executive and senior management. 

Your contribution will be:  

Adoption and Active Use 

• Identify and document customer goals and objectives through consistent ongoing customer engagement. Provide technical consulting and design for potential solutions. 
• Engage with customers regularly to provide coaching, discovery and product awareness calls.  
• Coordinate with Nintex Account Managers on each customer in the portfolio and develop a customer success plan that is co-authored between Sales and Sr CSM
• Proactively scope technical solutions using Nintex products required to address customer requirements, assesses customers met and unmet needs, and recommends solutions that optimize value for both the customer, solution delivery partner and Nintex.
• Deliver workshops for the customer to determine the next logical use of Nintex products. Create and deliver functional demonstrations or proofs of concept of customer specific solutions.  
• Monitor customer adoption and proactively engage with low adoption customers to increase utilization.
• Partner with the Sales team on:  
• Customer feedback of interest
• Driving usage and adoption
• Insights on potential upsell opportunities
• Monitor customer service for support issues raised, overcomes technical roadblocks, and escalates at-risk accounts as necessary. 

Evangelism and Enablement 

• Lead technical product evangelism as a trusted advisor from Nintex to the customer
• Be the voice from the field and gain intelligence on what are our customers and partners are doing with our products to improve their businesses
• Product feedback and feature gaps delivered on behalf of customer to R&D for consideration.  
• Drive Nintex business relevant content via partners and/or direct to customers
• High Value Engagements to include product demonstrations, POCs, product coach