Vice President of Customer Success Managers

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Company Description

Hi, we’re Nexthink. We’re not just the leader in the digital employee experience category, we invented the category. Our solutions combine real-time analytics, automation and employee feedback across all endpoints to help IT teams delight people at work. Our cloud-native platform pinpoints issues and solutions, automates response, and helps companies continuously improve their employees’ experience, making them more productive, efficient, and happy at work. We have millions of endpoints deployed, we’ve surpassed $100M in ARR, and we’ve recently secured $180M in Series D financing for a company valuation of $1.1B, but we’re just getting started.

Job Description

To support the growth of the Nexthink business we are looking for a leader to head up our team of Customer Success Managers (CSMs). This is a global team supporting our largest global customers with CSMs in all major Nexthink locations from UAE, France, Germany, UK, through to the US.

At Nexthink, CSMs are not an extension of support and don’t focus on resolving tickets. Instead, they focus on getting our customers constant value from the Nexthink platform by owning and driving customer success plans and ensuring customers realize the value of their Nexthink Investment. They do this by working collaboratively with the Sales, Professional Services and Solution Consulting teams to drive operational success and building executive relationships with our strategic customers.

The CSM leader needs to be a master of getting customers on-going value with a structured and scalable approach. They will be focused on growing and building the global CSM team while also being hands-on with a number of high-profile customers.

Key elements and responsibilities are described below:

  • Support Nexthink’s growth plans by leading, developing and inspiring the CSM team
  • Passionate about client satisfaction and ensure customers get on going value with a structured CSM approach aligned to overall company strategy and direction
  • Ensure the delivery of high-quality, consistent, value based customer outcomes by evolving the framework, tools and approach of the CSM team
  • Create a team culture of a high performing team and hold all team members accountable
  • Hire and retain a diversity of top talent whilst managing performance to ensure coverage, career advancement and effective succession planning.
  • Own the planning process for the CSM team, interlocking with Sales, Partner, Marketing, Engineering, Finance and Product Leaders.
  • Increase efficiencies and consistency throughout the CSM organization by developing, improving and implementing standardized programs and services.
  • Establish credibility throughout the organization as an effective leader of people and a developer of solutions to business challenges.
  • Be an executive sponsor for key accounts, taking personal ownership for customer success.
  • Be the voice of the customer and manage escalations to key internal groups including Product Leaders, Engineering
  • Actively participate and assist in the delivery of major customer facing and internal events

Qualifications

  • Minimum of 5-8 years of experience in a consultative IT leadership role (ideally in a Customer Success, Pre-Sales, or Service Delivery background).
  • Experience leading international teams aligned to a global customer base
  • Strong experience of delivering customer value from a SaaS Platform 
  • Superior business acumen with the ability to use business context to generate creative, pragmatic solutions to achieve business objectives.
  • Technologically savvy and able to learn Nexthink products and services, technologies and business.
  • An entrepreneurial mindset that enables you to own and drive the CSM function forwards
  • Strong understanding of IT Operations, ITSM processes (ITIL), or End User Compute/Client Management practices is required.
  • Exceptional written, oral, and interpersonal communication skills; capable of gaining the respect and interacting comfortably with senior leaders and CxO audiences.
  • Fluent in English (written as well as verbal).
  • This role will require around 50% travel.

Additional Information

We are nearly 700 employees strong in 21 countries across 8 different time zones speaking 60+ languages. We are positive, we get things done, we keep growing, and we are one team, we are Nexthink. 

At Nexthink, we believe actions are stronger than words when it comes to diversity, inclusivity, and equity in the workplace. Nexthinkers are multinational and multilingual, and come from all walks of life. We are committed to hiring a genuinely representative workforce that can create solutions and foster innovation for the modern digital employee experience. 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C#Languages
    • CSSLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • ScalaLanguages
    • KubernetesLanguages
    • jQueryLibraries
    • ReactLibraries
    • DockerFrameworks
    • KafkaFrameworks
    • KubernetesFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • TerraformFrameworks
    • MySQLDatabases
    • NoSQLDatabases
    • PostgreSQLDatabases
    • AWS (Amazon Web Services)Services
    • GitLabServices
    • Microsoft AzureServices
    • New RelicServices
    • JenkinsServices
    • SeleniumServices
    • BitbucketServices
    • GrafanaServices
    • JFrogServices
    • LaunchDarklyServices
    • Google AnalyticsAnalytics
    • InVisionDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • WrikeManagement
    • WordpressCMS
    • SalesforceCRM
    • MarketoEmail
    • MarketoLead Gen

An Insider's view of Nexthink

What are some social events your company does?

From game nights to happy hours, Nexthink hosts new events every week to get the team together for some fun. Even when work is over, Nexthinkers make an effort to do things together which is a huge testament to just how much everyone enjoys each other’s company and gets along.

Kathryn

Social Marketing Specialist

What does your typical day look like?

Any day at Nexthink is entertaining! We’re in the process of becoming a fully cloud-based company and are creating incredibly powerful software. Nexthink engineers collaborate with teams across the business to deliver an amazing product. Software engineering is craftsmanship and we engage and interact a lot to develop a product our customers love.

Dani

Engineering Director

What does career growth look like on your team?

I’m a strong believer that everyone needs something different when it comes to career growth. As a leader, it’s about helping team members chart their personal path. They’re in the driver’s seat, I’m in the passenger seat. My role is to help them understand how to navigate the journey of where they are and where they want to eventually be.

Lorie

VP Global Customer Success

How do you make yourself accessible to the rest of the team?

From day one, I make sure everybody understands that feedback to leadership is important. It's also important for leaders to truly listen to employees. We have programs like Nexthink Live & town halls where employees can ask questions directly to management. On top of that I try to personally read and answer all emails from employees.

Pedro

CEO & Co-Founder

What are some things you learned at the company?

Our executive team is from different countries all over the world; Nexthink is the first company I’ve worked for with that kind of diversity at the leadership level. It brings a different perspective to how you look at problems and how you are treated as a person. There’s a real emphasis on bringing your whole, authentic self to work.

Christian

Senior Director, NA Field Marketing and Alliances

What are Nexthink Perks + Benefits

Nexthink Benefits Overview

Nexthink's mission is to delight people at work - and that means delighting our own employees, too. Our people are our greatest strength, and we make sure Nexthinkers covered, protected, and supported in all aspects of their life. We offer a wide range of comprehensive benefits that will allow you more freedom and flexibility to allow you to focus on doing what you do best, inside and outside of work.

Culture
Volunteer in local community
Giving back to the communities in which we live and work is so important to us. We allow, and encourage, all Nexthinkers to use 3 company-paid days per year to give back to causes they care about.
Partners with nonprofits
Nexthink proudly partners with organizations like TechSpark Academy, Powercoders, Resilient Coders and others to democratize and expand access to tech education.
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee-led culture committees
Hybrid work model
In-person revenue kickoff
Employee awards
Flexible work schedule
We're focused on results, not the hours you're at your desk. We offer freedom & flexibility to get your job done wherever & whenever, as long as discussed with your manager and meets local regulations
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Highly diverse management team
Hailing from 7 different countries, our Leadership Team's experience, background, and depth of knowledge give them the unique perspective to drive Nexthink's vision and global strategy.
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Hiring practices that promote diversity
Our global talent teams use technology to match skills and capabilities to job requirements, helping to reduce bias in the selection and screening process.
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Not only will you have access to different types of health insurance plans and coverages, but Nexthink will cover your healthcare premiums, too!
Life insurance
Wellness programs
Membership for all employees to Thrive Global Wellness platform
Team workouts
Mental health benefits
In addition to programs that promote mental & emotional wellbeing like counseling, therapy, and crisis support, our employees also lead mindfulness classes to focus on breathwork & best practices.
Financial & Retirement
401(K)
We give you the tools to plan for the future while you're with us. We provide a 401(k) plan which allows you to make pre-tax or ROTH contributions from your first day of employment.
401(K) matching
Company equity
Take us to new heights and share in the success. We offer different types of employee stock ownership, including company shares, performance shares, and experts & management share.
Employee stock purchase plan
Performance bonus
We like achieving our goals. We offer cash bonuses, company equity, and even company-paid trips for our top performers.
Charitable contribution matching
Pay transparency
Child Care & Parental Leave
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Return-to-work program post parental leave
Vacation + Time Off
Unlimited vacation policy
Generous PTO
We offer all employees 15 paid days off per year, which everyone is encouraged to take. After that, employees may take unlimited days off after clearing with their managers!
Paid volunteer time
Giving back to the communities in which we live and work is so important to us. Each Nexthinker can (and is encouraged to!) use 3 company-paid days per year to volunteer at causes they care about.
Paid holidays
Paid sick days
Bereavement leave benefits
Office Perks
Commuter benefits
Getting to work isn't always fun, but we help minimize the inconvenience of your commute by allowing you to use pretax dollars to pay for eligible transit and parking fees.
Company-sponsored outings
Free snacks and drinks
Some meals provided
We like breaking bread together and getting to know each other over food & drink, away from our desks. We provide meals from the best local restaurants in the area from time to time.
Company-sponsored happy hours
Cheers to that! You can find us celebrating each others' wins, life milestones, and other important events.
Relocation assistance
Home-office stipend for remote employees
Mother's room
Onsite gym
Professional Development
Job training & conferences
Lunch and learns
Promote from within
Continuing education stipend
Online course subscriptions available
Paid industry certifications
Personal development training

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