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 coaching, champion building, and technical design sessions. Training and Enablement – deliver Nintex ‘how to’ training to workflow professionals at the customer location in coordination with the partner of record Identify Microsoft CSM counterparts regionally where customer resides and coordinate customer success approach (if required) Co-deliver with Microsoft CSM counterparts customer usage workshops and initiatives (as/if it makes sense) 

Other tasks 

Work cross-functionally with all Nintex departments to escalate customer issues, remove roadblocks, communicate customer challenges, and provide key feedback to insure we are continuously focusing on improving the customer on-boarding experience  Track and measure business impact, risks and successes, and reporting out to cross-functional stakeholders. While working with the customer, you will be adept at unearthing issues such as financial risk, retention risk, risk of drop off from usage and either address or communicate back to internal teams so they can mitigate and ensure total customer satisfaction   Maintain knowledge of all new product enhancements in order to add maximum value to the customer.  

To be successful, we think you need:  

Bachelor’s degree Experience with:  Relationship Management Automation Solutions Consulting Product Adoption Customer Health Assessment Technical Design 

What’s in it for you?

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 remote, with intentional opportunities to collaborate and connect with your colleagues both async and in person

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. 

Nintex participates in E-Verify for work authorization.  We are an Equal Employment Opportunity Organization. 

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