Senior Customer Success Manager - Public Sector

Nintex•Washington, DC

1d•$78,000 - $150,000•Remote

About The Position

The Senior Customer Success Manager (Sr CSM) is responsible for driving product adoption, value realization, and retention at scale across a broader and more complex customer portfolio. The Sr CSM proactively manages customer health and engagement using usage telemetry, adoption signals, and actionable insights to prioritize intervention, mitigate risk, and drive growth. This role operates with a high degree of autonomy and partners cross‑functionally to execute repeatable success plays and ensure consistent, data‑driven customer outcomes.

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

Nice To Haves

Experience with a Customer Success Management platform is a plus

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

Benefits

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
401(k) with employer match