Senior Customer Success Manager - Public Sector

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 driving product adoption, value realization, and retention at scale across a broader and more complex customer portfolio. The Sr CSM proactively manages customer health and engagement using usage telemetry, adoption signals, and actionable insights to prioritize intervention, mitigate risk, and drive growth. This role operates with a high degree of autonomy and partners cross‑functionally to execute repeatable success plays and ensure consistent, data‑driven customer outcomes.

Your contribution will be:

Territory & Account Planning

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

Deliver executive-ready, 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 across a portfolio of accounts

Anticipate inflection points (renewal, expansion, modernization, risk) and proactively adjust success strategies

Coach peers on account planning best practices and success plan quality

Onboarding & Enablement

Create onboarding plan and lead onboarding, facilitate training, and early adoption for complex or strategic customers

Deliver key check-ins (e.g., 30/90-day) to ensure progress, alignment, and issue resolution, including executive sponsor engagement where needed

Surface blockers, collect feedback, and drive resolution across multiple internal teams

Act as the voice of the customer internally, influencing product and success strategy with clear, outcome-based recommendations

Transition customers to steady state with scalable success metrics, repeatable playbooks, and high-quality hand-off documentation

Identify patterns in onboarding challenges and influence improvements to onboarding frameworks

Relationship Development

Build trusted relationships with day-to-day users, champions, LOB leaders, operational leaders and senior/executive stakeholders

Identify new champions and nurture them into influential internal advocates and sponsors

Flag opportunities to deepen engagements via advocacy (references, success stories, events, advisory forums, analyst reviews)

Navigate complex stakeholder landscapes and competing priorities with confidence

Value Realization & Adoption

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

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

Gather and share product-specific feedback with clear prioritization and customer impact articulation

Proactively resolve challenges and lead high-severity escalations to resolution

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

Mentor other CSMs on value storytelling and outcome-based conversations

Renewals

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

Own monthly health reviews and risk mitigation plans for renewals

Proactively identify churn signals and implement structured turnaround and recovery plays

Document and share adoption success stories to influence renewal strategy and leadership decisions

Expansion

Identify unmet use cases, product gaps, or business needs to drive growth within and across accounts

Collaborate with Account Directors to validate and position expansion opportunities using adoption data and customer outcomes

Build success plans that align new product adoption with measurable business outcomes and executive priorities

Track expansion execution, post-sale enablement, and early success indicators to ensure long-term retention of expanded footprint

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 with quantified business impact

Reinforce business value during the transition and partner with customers on change management and risk mitigation

Leadership & Scale

Serve as a role model for best practices in customer success execution and customer advocacy

Mentor and coach CSMs on complex accounts, executive conversations, and risk management

Contribute to the evolution of success frameworks, playbooks, and tooling

To be successful, we think you need:

Bachelor’s degree in related field or equivalent combination of education and experience

5-8 years of experience in Customer Success, Account Management, or related customer-facing roles, ideally in SaaS or technology environments

Experience with Salesforce

Experience with a Customer Success Management platform is a 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 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.

Target Compensation Range (US ONLY): 78,000 - 150,000 USD annually. On target compensation refers to the base salary and applicable variable target for this role. The range is an estimate, base pay will ultimately be decided at the offer stage, based on an individual candidate's skills and experience aligned with the needs of the role. Base pay may vary based on several factors including geographic location, role specific qualifications, and seniority. Nintex also offers a competitive benefits package including paid time off, twelve paid holidays, 401(k) with employer match, and more.​

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

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