Senior Customer Success Manager - Public Sector

Nintex•Washington, DC

20h•$78,000 - $150,000•Remote

About The Position

The Senior Customer Success Manager (Sr CSM) drives product adoption, value realization, and retention across a broader and more 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 works with customers on success and onboarding plans, training, adoption, relationship development, renewals, expansion, and modernization. The role also serves as a customer advocate internally, leads resolution of complex challenges and escalations, and mentors other CSMs while contributing to the evolution of customer success frameworks, playbooks, and tools.

Requirements

Bachelor’s degree in a related field or equivalent combination of education and experience.
5–8 years of experience in Customer Success, Account Management, or related customer-facing roles.
Experience with Salesforce.

Nice To Haves

Experience in SaaS or technology environments.
Experience with a Customer Success Management platform.

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 customer engagement through feedback loops, sentiment tracking, and milestone alignment across a portfolio of accounts.
Anticipate renewal, expansion, modernization, and risk inflection points and proactively adjust success strategies.
Coach peers on account planning best practices and success plan quality.
Create onboarding plans and lead onboarding, training, and early adoption for complex or strategic customers.
Conduct key onboarding check-ins, including 30- and 90-day check-ins, to ensure progress, alignment, and issue resolution, engaging executive sponsors where needed.
Surface blockers, collect 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 with 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 leaders, operational leaders, and senior and executive stakeholders.
Identify new champions and develop them into influential advocates and sponsors.
Identify opportunities for customer advocacy, including references, success stories, events, advisory forums, and analyst reviews.
Navigate complex stakeholder landscapes and competing priorities.
Track usage, adoption, and customer health to highlight outcomes, ROI, gaps, opportunities, and risks at scale.
Develop and evolve success plans to close adoption gaps and ensure value realization.
Gather and share product-specific feedback, clearly articulating prioritization and customer impact.
Proactively resolve challenges and lead high-severity escalations through resolution.
Deliver executive-level, CBR-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 strategy and leadership decisions.
Identify unmet use cases, product gaps, and business needs that may drive account growth.
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 outcomes and executive priorities.
Track expansion execution, post-sale enablement, and early success indicators to support retention of expanded customer footprints.
Surface modernization as a strategic initiative during value realization or adoption checkpoints.
Share usage data and pain points that support modernization, including quantified business impact.
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 customer success frameworks, playbooks, and tooling.