[Remote] Senior Customer Success Manager - Public Sector

Note: The job is a remote job and is open to candidates in USA. Nintex is hiring a Senior Customer Success Manager to drive product adoption, value realization, and retention across a complex customer portfolio. The role uses customer data and insights to manage account health, mitigate risk, support renewals and expansion, and partner cross-functionally to deliver consistent customer outcomes.

Responsibilities

• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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

Skills

• 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

Benefits

• This role is remote, with intentional opportunities to collaborate and connect with your colleagues both async and in person.
• 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
• Twelve paid holidays
• 401(k) with employer match

Company Overview