About Nintex:
Nintex, the possibility engineโข, helps companies unlock the power of endless possibilities. Today, more than 8,500 public and private sector organizations across more than 100 countries turn to the Nintex platform to automate how work gets done, remove friction from business processes, and unlock the full potential of their people.
We are a diverse global team who - together - leaps into challenges, seizes opportunities, and lifts each other up as we adapt and build towards one common purpose: helping companies unlock the power of endless possibilities.
About the role:
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.
Your contribution will be:
Territory & Account Planning
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
Onboarding & Enablement
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
Relationship Development
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
Value Realization & Adoption
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
Renewals
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
Expansion
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
Modernization
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
To be successful, we think you need:
Bachelorโs 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
Discover #LifeAtNintex
Hear from our current customer success team and learn how you grow your career with learning & progression whilst working to support customers across the globe.
Hear from Sam, current customer success manager based in Johannesburg: https://tr.ee/Bc39CaT5Xl
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Whatโs in it for you?
Nintex has a hybrid working model, enabling us to build culture, learn, and grow together. We intentionally connect and collaborate, while emphasizing flexibility with a blend of at-home and in-office work. This role is a hybrid role in our local Nintex office.
While our offerings differ from country to country, we offer our entire global workforceโฏan array of exciting perks and benefits, including
- 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
View more about our benefits here: https://www.nintex.com/wp-content/uploads/2023/01/Global-Perks-and-Benefits.pdf.
We are a 2023 Circle Back Initiative Employer โ we commit to respond to every applicant.
