Customer Success Manager; Arabic or German skills

Company Description
Nexthink is the leader in digital employee experience management software. The company provides IT leaders with unprecedented insight allowing them to see, diagnose and fix issues at scale impacting employees anywhere, with any application or network, before employees notice the issue. As the first solution to allow IT to progress from reactive problem solving to proactive optimization, Nexthink enables its more than 1,200 customers to provide better digital experiences to more than 15 million employees.

Dual headquartered in Lausanne, Switzerland and Boston, Massachusetts, Nexthink has 9 offices worldwide.

This role is to support the growth of the Nexthink business in the EMEA region by driving the adoption and use of our strategic employee experience platform with our key customers. The focus of the Customer Success Managers is to own and drive the customer success plan and ensure customers realize the value of their investment in Nexthink. This is a strategically important role focused on a new segment of customers, and requires a technical background and a structured, organized, and diligent approach to succeed.

You will also be expected to build executive relationships at some of the largest companies or Partners with proven experience in doing so. This is a key position within the Technical Services team and the successful candidate will be expected to work collaboratively with Sales, Solution Consulting, Professional Services, Customer Support and Product teams to drive positive customer outcomes, operational success and upsell opportunities.

This role is part of our iCSM (internal Customer Success Management) function which focusses on remote‑first engagements reaching higher volumes of customers. Hybrid office attendance is still required for team collaboration and support.

• You will own and execute the Customer Success Plan for each account to ensure Nexthink becomes part of daily operations as a strategic initiative and is delivering maximum value to the customer.
• Engage and build relationships with customer executives and other influential stakeholders as a trusted advisor and identify, define, track, and measure the overall impact and value of Nexthink.
• Identify new opportunities for Nexthink, either through Professional Services engagements, or upsell/cross‑sell of additional Nexthink services and solutions.
• Identify and elevate any critical issue or risk of renewals, working collaboratively with the Account Team including but not limited to the Account Managers, Solution Consultants, Professional Services and Support Teams.
• Work to support renewals specialists securing the renewal through extensive use of Value Tracking activities.
• Host workshops that support educating and development of the customer journey in the use of the product and how to quantify the value of outcomes.
• In partnership with the Account manager, lead quarterly business reviews with key customer stakeholders to communicate progress against the success plan and provide thought leadership on customer maturity journey focused on required outcomes.
• Act as a voice of the customer and provide feedback to Nexthink Product Management, R&D, Sales and Marketing teams.
• Update our CRM database and make sure that customer data is always accurate and reliable.

• 3-5 years of experience as a Customer Success Manager working in the Software Industry and successful adoption of SaaS.
• Ability to drive the people, process, and technology aspects of a software solution to ensure adoption and value realisation.
• Strong business acumen with the ability to use business context to generate creative, pragmatic solutions to achieve business objectives.
• An entrepreneurial mindset that enables you to successfully work independently with little guidance, using good judgment to elevate issues when needed.
• Technical background or technological savvy to learn Nexthink products, services, technologies, and business.
• Excellent written, oral, and interpersonal communication skills; capable of gaining the respect of and interacting comfortably with senior leaders.
• Organised and structured, with the…