Senior Customer Success Manager - Public Sector

Nintex • Oklahoma City, OK

1d • Remote

About The Position

The Senior Customer Success Manager (Sr CSM) drives product adoption, value realization, and retention at scale across a broad and complex customer portfolio. The role proactively manages customer health and engagement using usage telemetry, adoption signals, and actionable insights to prioritize interventions, mitigate risk, and drive growth. It operates with a high degree of autonomy and partners cross-functionally to execute repeatable success plays and deliver consistent, data-driven customer outcomes.

The Sr CSM plans customer success across the account lifecycle, leads onboarding and enablement, builds relationships with users and senior stakeholders, and tracks adoption, customer health, and business outcomes. The role supports renewals, identifies expansion opportunities, surfaces modernization needs, and leads escalations. It also mentors other CSMs and contributes to the development of success frameworks, playbooks, and tools. The role is remote, with intentional opportunities to collaborate and connect with colleagues both asynchronously and in person under Nintex’s hybrid working model.

Requirements

• Bachelor’s degree in a related field, or an 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.

Responsibilities

• Co-create success plans aligned with customer goals, lifecycle maturity, and long-term value realization.
• Provide executive-ready, telemetry-driven insights on adoption, usage, and whitespace to inform retention and growth strategies.
• Maintain ongoing customer engagement through feedback loops, sentiment tracking, and milestone alignment across a portfolio of accounts.
• Anticipate renewals, expansion, modernization, and risk inflection points, and adjust success strategies proactively.
• Coach peers on account planning and success plan quality.
• Create onboarding plans, lead onboarding, facilitate training, and support early adoption for complex or strategic customers.
• Deliver key check-ins, including 30- and 90-day check-ins, to ensure progress, alignment, and issue resolution, engaging executive sponsors where needed.
• Surface blockers, gather feedback, and drive resolution across internal teams.
• Represent the voice of the customer internally and influence product and success strategy with outcome-based recommendations.
• Transition customers to steady state using scalable success metrics, repeatable playbooks, and high-quality hand-off documentation.
• Identify onboarding challenge patterns and influence improvements to onboarding frameworks.
• Build trusted relationships with users, champions, line-of-business and operational leaders, and senior and executive stakeholders.
• Identify new champions and develop them into internal advocates and sponsors.
• Identify advocacy opportunities, including references, success stories, events, advisory forums, and analyst reviews.
• Navigate complex stakeholder landscapes and competing priorities.
• Track usage, adoption, and customer health to identify business outcomes, ROI, gaps, opportunities, and risks at scale.
• Evolve success plans to close adoption gaps and support full value realization.
• Gather and share product-specific feedback, clearly prioritizing it and articulating customer impact.
• Proactively resolve challenges and lead high-severity escalations to resolution.
• Deliver executive-level, business-review-ready scorecards, success metrics, and future-state recommendations.
• Mentor CSMs on value storytelling and outcome-based conversations.
• Support renewals with strategic, data-driven insights on product value and usage health.
• Own monthly health reviews and renewal risk mitigation plans.
• Identify churn signals and implement structured turnaround and recovery plays.
• Document and share adoption success stories to inform renewal strategies and leadership decisions.
• Identify unmet use cases, product gaps, and business needs that can drive account growth.
• Collaborate with Account Directors to validate and position expansion opportunities using adoption data and customer outcomes.
• Align new product adoption with measurable business outcomes and executive priorities through success plans.
• Track expansion execution, post-sale enablement, and early success indicators to support long-term retention.
• Surface modernization as a strategic initiative during value realization or adoption checkpoints.
• Share usage data and pain points that demonstrate the business impact of modernization.
• Reinforce business value during modernization transitions and partner with customers on change management and risk mitigation.
• Model customer success execution and customer advocacy best practices.
• 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.
• Peer recognition and awards.
• Paid parental leave.
• Invention and patenting assistance.
• Paid volunteer time and community impact opportunities.
• Intercultural learning and celebration.
• Tools and opportunities to learn and grow, and access to a global community.
• Paid time off and twelve paid holidays.
• 401(k) with employer match.
• Competitive benefits package.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior