Senior Customer Success Manager

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 driving product adoption, value realization, and retention at scale across a broader and more complex customer portfolio. The Sr CSM proactively manages customer health and engagement using usage telemetry, adoption signals, and actionable insights to prioritize intervention, mitigate risk, and drive growth. This role operates with a high degree of autonomy and partners cross‑functionally to execute repeatable success plays and ensure consistent, data‑driven customer outcomes. Your contribution will be:  Territory & Account Planning • Co-create success plans aligned with customer goals, lifecycle maturity, and long-term value realization • Deliver executive-ready, telemetry-driven insights on adoption, usage, and whitespace to inform retention and growth strategies • Maintain continuous engagement through feedback loops, sentiment tracking, and milestone alignment across a portfolio of accounts • Anticipate inflection points (renewal, expansion, modernization, risk) and proactively adjust success strategies • Coach peers on account planning best practices and success plan quality Onboarding & Enablement • Create onboarding plan and lead onboarding, facilitate training, and early adoption for complex or strategic customers • Deliver key check-ins (e.g., 30/90-day) to ensure progress, alignment, and issue resolution, including executive sponsor engagement where needed • Surface blockers, collect feedback, and drive resolution across multiple internal teams • Act as the voice of the customer internally, influencing product and success strategy with clear, outcome-based recommendations • Transition customers to steady state with scalable success metrics, repeatable playbooks, and high-quality hand-off documentation • Identify patterns in onboarding challenges and influence improvements to onboarding frameworks Relationship Development • Build trusted relationships with day-to-day users, champions, LOB leaders, operational leaders and senior/executive stakeholders • Identify new champions and nurture them into influential internal advocates and sponsors • Flag opportunities to deepen engagements via advocacy (references, success stories, events, advisory forums, analyst reviews) • Navigate complex stakeholder landscapes and competing priorities with confidence Value Realization & Adoption • Track usage, adoption, and health to highlight business outcomes, ROI, gaps, opportunities and to flag risks at scale • Develop and continuously evolve success plans to close gaps in adoption and ensure full value realization • Gather and share product-specific feedback with clear prioritization and customer impact articulation • Proactively resolve challenges and lead high-severity escalations to resolution • Deliver executive-level CBR-ready scorecards, success metrics, and future-state recommendations • Mentor other CSMs on value storytelling and outcome-based conversations Renewals • Support renewal motion with strategic, data-driven insights on product value and usage health • Own monthly health reviews and risk mitigation plans for renewals • Proactively identify churn signals and implement structured turnaround and recovery plays • Document and share adoption success stories to influence renewal strategy and leadership decisi

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