Customer Success Manager, Nintex
Intelligent process automation platform
Open for applications
Intelligent process automation platform
1001+ employees
Open for applications
1001+ employees
Company mission
To help companies unlock the power of endless possibilities.
Role
Who you are
- 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
What the job involves
- 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
- 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
- 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
- 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 CBR-ready scorecards, success metrics and future state recommendations
- 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
- 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
- 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
Our take
Washington-based Nintex has become the global standard for process intelligence and automation, offering the Nintex Process Platform to accelerate a company’s digital transition by managing, automating and optimizing business processes.
The workflow software company, which had a primary focus on contract management lifecycles for HR, legal and sales use cases, boasts over 10,000 public and private sector organizations across nearly 100 countries as customers, from the likes of Amazon and LinkedIn to Microsoft and AstraZeneca.
Most recently, the company announced the launch of Ninetex Apps, a low-code application development platform that allows businesses, IT teams, and partners to quickly build and deploy custom, business-critical applications. With this, the company is positioned for growth, empowering companies to reduce technology spraw, and accelerate their business processes, ultimately helping them stay ahead of an increasingly fast-paced data-driven environment.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-3% employee growth in 12 months
Company
Funding (1 round)
Mar 2013
$135m
SERIES B
Total funding: $135m
Company benefits
- Health: Gain the healthcare coverage you need to be the healthiest you
- Career Development: Advance your career through a wealth of employee resources
- Flexible time off: Enjoy flexible schedules and vacation time to balance life and work.
- Wellness: Join a work environment that prioritizes your mental wellness
- Recognition: Receive incentives and rewards for work that is changing the world
Company HQ
West Bellevue, Bellevue, WA
Leadership
Amit Mathradas
(CEO)Joined Ninetex in 2023 as CEO. Prior to that, they were the President and COO at Avalara, the GM and Head of SMB/Merchant for NA at PayPal, and a Senior VP & GM at Web.com.
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