Customer Success Manager

Melbourne, VIC
Permanent
Full-time

13 days ago

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 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

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

Modernization

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

To be successful, we think you need:

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 workflow automation is a major plus

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 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: .We are a 2023 Circle Back Initiative Employer - we commit to respond to every applicant.

Nintex

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