Customer Success Manager at Nintex in Melbourne, Australia

Job description

• 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.

Responsibilities

• 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

Requirements

• 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 Gong is a plus

Skills

Required

• Customer Success
• Account Management
• Salesforce

Preferred

• Gong

Benefits

• 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: https://www.nintex.com/wp-content/uploads/2023/01/Global-Perks-and-Benefits.pdf.
• We are a 2023 Circle Back Initiative Employer – we commit to respond to every applicant.