Customer Success Manager

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.

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
• 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 C
  -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 Tingono is a plus

Discover #Life At Nintex

Hear from our current customer success team and learn how you grow your career with learning & progression whilst working to support customers across the globe.

💬 Hear from Sam, current customer success manager based in Johannesburg: (Use the "Apply for this Job" box below)./Bc39

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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 remote, with intentional opportunities to collaborate and connect with your colleagues both async and in person

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…