Customer Success Manager

In this role you guide strategic enterprise customers in the DACH region through Nexthink’s DEX journey, driving adoption and value realization. You work cross-functionally to align success plans with renewals and expansion goals, ensuring positive outcomes and strong partnerships. You’ll lead DEX workshops, executive reviews, and value tracking while acting as the voice of the customer. This position combines relationship building, strategic guidance, and cross-team collaboration to scale customer success.

• Permanent contract
• Flexible hours
• Unlimited vacation; 30 days holidays
• 100% remote with occasional travel
• Company-paid training platforms
• Caregiver leave (16–24 weeks fully/partially paid) + others? (unpaid extension option)

• Own and execute a comprehensive customer success plan for up to 20 enterprise customers, focusing on people, processes, technology, communication and value.
• Act as trusted advisor to CIO stakeholders, articulating industry context, competitive landscape, and DEX market insights.
• Quantify and communicate customer value, guiding adoption and holding customers accountable for outcomes.
• Drive on-time renewals and achieve renewal targets through value-tracking and CSM activities.
• Identify expansion opportunities via Professional Services or upsell/cross-sell, coordinating with the Account Team.
• Maintain customer health with regular touchpoints, issue risk identification, and cross-functional escalation.
• Deliver DEX workshops to educate customers on product use and value realization.
• Participate in quarterly business reviews with key stakeholders to report progress and provide thought leadership.
• Represent customer voice to Product Management, R&D, Sales and Marketing; share best practices internally and externally.
• Update CRM data to ensure accuracy and reliability.

• 7+ years as a Customer Success Manager in software with large enterprise accounts and SaaS adoption experience.
• Ability to drive the DEX Methodology (people, process, technology, communication, value) for adoption and value realization.
• Strong business acumen with problem-solving to meet business objectives.
• Entrepreneurial mindset with the ability to work independently and escalate issues when needed.
• Technical background or savvy to learn Nexthink products and services; understanding IT project lifecycle and digital transformation is a plus.
• Ability to engage across the customer hierarchy from technical teams to C-suite; strong relationship-building skills.
• Excellent written and verbal communication; comfortable with senior leaders.
• Organized, structured, and able to manage complex situations.
• Can-do attitude to own and deliver results.
• Understanding of IT Operations, ITSM/ITIL, or End User Compute/Client Management preferred.
• Business-level fluency in English and German for customer-facing communication.
• Travel within the DACH region may be required.

• Relationship building with senior stakeholders
• Strategic thinking and thought leadership
• Cross-functional collaboration
• DEX Methodology knowledge
• SaaS adoption and value realization
• IT operations/ITSM/ITIL awareness