Director Of Customer Success

Job Description
To support the growth of the Nexthink business we are looking for a proficient leader and operator who can scale out our US region Customer Success team. They will be focused on growing and building the US CSM team while also being hands-on with a number of high-profile customers.
At Nexthink, CSMs are not an extension of support and don’t focus on resolving tickets. Instead, they focus on getting our customers constant value from the Nexthink platform by owning the customers' maturity journey with Nexthink and ensuring customers realize the value of their Nexthink Investment. The CSM Director needs to master helping customers build their Nexthink maturity with a structured and scalable approach. They build maturity-based Customer Success Plans and work collaboratively with the Sales, Professional Services and Solution Consulting teams to direct operational success and build long-term relationships with our strategic customers.
Reporting to the SVP, of Technical Services, you will be a key member of the customer success leadership team, guiding proactive, cross-functional alignment regionally. You will share and adopt best practices from other regions, with overall alignment to the global methodology. You must be truly passionate about being the face of the customers in your region, spearheading customer outcomes. The ideal candidate will bring a customer-centric culture with a proven record of building and guiding high-performance customer success teams.
Responsibilities:
Show actual value and link to business (by owning the customers' maturity journey)
Build &
Maintain trusted relationships with Workplace Leaders
Identify and flag risks and opportunities
Plan and own customer Maturity journey (Platform, People, Process and Outcomes)
Help Leaders show value to Executives
Ensure implementation of use cases and adoption of the product
Ensure product reputation and introduce additional products to the customer
Manage critical escalations operationally
DriveWorkplace Leader Advocacy -Connectwith the Nexthink community (user groups, Tech café)
Maturity-based Customer Success Plan
Best practice advice and guidance (Platform, People, Process and Outcomes)
Value tracker and adoption
Maturity/Value content for EBRs
Flag and controlrisk
Monthly CSP/Success reviews with Leaders
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