Senior Customer Success Manager - Public Sector

Nintex is hiring a Senior Customer Success Manager to drive product adoption, value realization, and retention across a complex customer portfolio. The role manages customer health and engagement using usage data, leads onboarding and success planning, supports renewals and expansion, and partners across teams to deliver customer outcomes.

Responsibilities:

• Co-create success plans aligned with customer goals, lifecycle maturity, and long-term value realization
• Deliver executive-ready, 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 across a portfolio of accounts
• Anticipate inflection points (renewal, expansion, modernization, risk) and proactively adjust success strategies
• Coach peers on account planning best practices and success plan quality
• Create onboarding plan and lead onboarding, facilitate training, and early adoption for complex or strategic customers
• Deliver key check-ins (e.g., 30/90-day) to ensure progress, alignment, and issue resolution, including executive sponsor engagement where needed
• Surface blockers, collect feedback, and drive resolution across multiple internal teams
• Act as the voice of the customer internally, influencing product and success strategy with clear, outcome-based recommendations
• Transition customers to steady state with scalable success metrics, repeatable playbooks, and high-quality hand-off documentation
• Identify patterns in onboarding challenges and influence improvements to onboarding frameworks
• Build trusted relationships with day-to-day users, champions, LOB leaders, operational leaders and senior/executive stakeholders
• Identify new champions and nurture them into influential internal advocates and sponsors
• Flag opportunities to deepen engagements via advocacy (references, success stories, events, advisory forums, analyst reviews)
• Navigate complex stakeholder landscapes and competing priorities with confidence
• Track usage, adoption, and health to highlight business outcomes, ROI, gaps, opportunities and to flag risks at scale
• Develop and continuously evolve success plans to close gaps in adoption and ensure full value realization
• Gather and share product-specific feedback with clear prioritization and customer impact articulation
• Proactively resolve challenges and lead high-severity escalations to resolution
• Deliver executive-level CBR-ready scorecards, success metrics, and future-state recommendations
• Mentor other CSMs on value storytelling and outcome-based conversations
• Support renewal motion with strategic, data-driven insights on product value and usage health
• Own monthly health reviews and risk mitigation plans for renewals
• Proactively identify churn signals and implement structured turnaround and recovery plays
• Document and share adoption success stories to influence renewal strategy and leadership decisions
• Identify unmet use cases, product gaps, or business needs to drive growth within and across accounts
• Collaborate with Account Directors to validate and position expansion opportunities using adoption data and customer outcomes
• Build success plans that align new product adoption with measurable business outcomes and executive priorities
• Track expansion execution, post-sale enablement, and early success indicators to ensure long-term retention of expanded footprint
• Surface modernization as a strategic initiative during value realization or adoption checkpoints
• Share usage data and pain points that support the need for modernization with quantified business impact
• Reinforce business value during the transition and partner with customers on change management and risk mitigation
• Serve as a role model for best practices in customer success execution and customer advocacy
• Mentor and coach CSMs on complex accounts, executive conversations, and risk management
• Contribute to the evolution of success frameworks, playbooks, and tooling

Requirements:

• Bachelor's degree in related field or equivalent combination of education and experience
• 5-8 years of experience in Customer Success, Account Management, or related customer-facing roles, ideally in SaaS or technology environments
• Experience with Salesforce
• Experience with a Customer Success Management platform