Customer Success Manager

About Nintex:

Nintex, the possibility engine™, helps companies unlock the power of endless possibilities. Today, more than 8,500 public and private sector organizations across more than 100 countries turn to the Nintex platform to automate how work gets done, remove friction from business processes, and unlock the full potential of their people. 

We are a diverse global team who - together - leaps into challenges, seizes opportunities, and lifts each other up as we adapt and build towards one common purpose: helping companies unlock the power of endless possibilities. 

About the role:

The Customer Success Manager (CSM) is responsible for driving product adoption and maximizing customer value to support retention. The CSM manages day-to-day customer health and engagement, fostering growth through regular interactions, actionable insights, and telemetry data, while collaborating cross-functionally to ensure smooth execution of success plans. 

Your contribution will be:

Territory & Account Planning  

• Co-create success plans aligned with customer goals, lifecycle maturity, and long-term value realization 

• Deliver 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 

 Onboarding & Enablement 

• Create onboarding plan and lead onboarding, facilitate training, and early adoption  

• Deliver key check-ins (e.g., 30/90-day) to ensure progress, alignment, and issue resolution  

• Surface blockers, collect feedback, and drive resolution  

• Act as the voice of the customer internally, influencing product and success strategy  

• Transition to steady state with clear success metrics and hand-off documentation 

 Relationship Development 

• Build trusted relationships with day-to-day users, champions, LOB leaders, and operational leaders  

• Identify new champions and nurture them into internal advocates 

• Flag opportunities to deepen engagements via advocacy 

 Value Realization & Adoption 

• Track usage, adoption, and health to highlight business outcomes, ROI, gaps, opportunities and to flag risks 

• Develop success plans to close gaps in adoption and ensure full value realization  

• Gather and share product-specific feedback 

• Proactively resolve challenges and escalations 

• Deliver CBR-ready scorecards, success metrics and future state recommendations 

 Renewals 

• Support renewal motion with data-driven insights on product value and usage health  

• Own 180/270/300/330-day health reviews and risk mitigation plans for renewals  

• Proactively identify churn signals and implements turnaround plays 

• Document and share adoption success stories to support renewal messaging 

 Expansion