Customer Success Manager

2 weeks ago

Melbourne, Victoria, Australia Nintex Full time $90,000 - $120,000 per year

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 DaysFlexible, paid time off policyEmployee wellness programs and counseling resourcesMeaningful peer recognition and awardsPaid parental leaveInvention/patenting assistanceCommunity impact, paid volunteer time, and opportunitiesIntercultural learning and celebrationMultiple 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. 

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