Customer Success Manager

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.

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 ...

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 
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 
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 
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 
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 
Identify unmet use cases, product gaps, or business needs to drive growth 
Collaborate with AD to validate and position expansion opportunities using adoption data and customer outcomes 
Build success plans that align new product adoption with customer business outcomes 
Track expansion execution, post-sale enablement, and early success indicators 
Surface modernization as a strategic initiative during value realization or adoption checkpoints 
Share usage data and pain points that support the need for modernization 
Reinforce business value during the transition and supports change management planning with the customer
Bachelor’s degree in related field or equivalent combination of education and experience   
3-5 years of experience in Customer Success, Account Management, or related customer-facing roles, ideally in SaaS or technology environments  
Experience with Salesforce 
Experience with Gong is a plus  

Hear from our current customer success team and learn how you grow your career with learning & progression whilst working to support customers across the globe. 
💬Hear from Sam, current customer success manager based in Johannesburg: https://tr.ee/Bc39CaT5Xl 
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Nintex has a hybrid working model, enabling us to build culture, learn, and grow together. We intentionally connect and collaborate, while emphasizing flexibility with a blend of at-home and in-office work. This role is a hybrid role in our local Nintex office.
While our offerings differ from country to country, we offer our entire global workforce an array of exciting perks and benefits, including 
Global Gratitude and Recharge Days
Flexible, paid time off policy
Employee wellness programs and counseling resources
Meaningful peer recognition and awards
Paid parental leave
Invention/patenting assistance
Community impact, paid volunteer time, and opportunities
Intercultural learning and celebration
Multiple tools through which to learn and grow, and an incredible global community 

View more about our benefits here: https://www.nintex.com/wp-content/uploads/2023/01/Global-Perks-and-Benefits.pdf.