Senior Customer Success Manager - Public Sector

About Nintex: At Nintex, we are transforming the way people work, everywhere.   As the global standard for process intelligence and automation, we're trusted by over 10,000 public and private sector organizations across 90 countries. Our customers, from industry giants like Amazon, Coca-Cola, and Microsoft, rely on the Nintex Platform to accelerate their digital transformation journeys by managing, automating, and optimizing business processes quickly and efficiently. We improve their lives through the technology we build. We are committed to fostering a workplace that supports amazing people in doing their  very best work every day. Collaboration is constant, our workplace is fun, the environment is fast-paced, and we value our people’s curiosity, ideas, and enthusiasm. Driven by passion and accountability, we take initiative, measure progress, and deliver results. Our culture fosters innovation and problem-solving, fueled by curiosity and a commitment to thinking big. Together, we move with agility, prioritize customer needs, and build unity through empathy, leaving a positive impact wherever we go.   About the role: The Senior Customer Success Manager (Sr CSM)  is responsible for  driving product adoption, value realization, and retention at scale across a broader and more complex customer portfolio. The Sr CSM proactively manages customer health and engagement using usage telemetry, adoption signals, and actionable insights to prioritize intervention, mitigate risk, and drive growth. This role  operates  with a high degree of autonomy and partners cross ‑ functionally to execute repeatable success plays and ensure consistent, data ‑ driven customer outcomes.   Your contribution will be: Territory & Account Planning    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 continuous engagement through feedback loops, sentiment tracking, and milestone alignment across a portfolio of accounts   Anticipate inflection points (renewal, expansion, modernization, risk) and proactively adjust success strategies   Coach peers on account planning best practices and success plan quality     Onboarding & Enablement   Create onboarding plan and lead onboarding, facilitate training, and early adoption for complex or strategic customers    Deliver key check-ins (e.g., 30/90-day) to ensure progress, alignment, and issue resolution, including executive sponsor engagement where needed    Surface blockers, collect feedback, and drive resolution across multiple internal teams   Act as the voice of the customer internally, influencing product and success strategy with clear, outcome-based recommendations   Transition customers to steady state with scalable success metrics, repeatable playbooks, and high-quality hand-off documentation   Identify patterns in onboarding challenges and influence improvements to onboarding frameworks     Relationship Development   Build trusted relationships with day-to-day users, champions, LOB leaders, operational leaders and senior/executive stakeholders   Identify new champions and nurture them into influential internal advocates and sponsors   Flag opportunities to deepen engagements via advocacy (references, success stories, events, advisory forums, analyst reviews)   Navigate complex stakeholder landscapes and competing priorities with confidence     Value Realization & Adoption   Track usage, adoption, and health to highlight business outcomes, ROI, gaps, opportunities and to flag risks at scale   Develop and continuously evolve success plans to close gaps in adoption and ensure full value realization   Gather and share product-specific feedback with clear prioritization and customer impact articulation   Proactively resolve challenges and lead high-severity escalations to resolution   Deliver executive-level CBR-ready scorecards, success metrics, and future-state recommendations   Mentor other CSMs on value storytelling and outcome-based conversations     Renewals   Support renewal motion with strategic, data-driven insights on product value and usage health    Own monthly health reviews and risk mitigation plans for renewals    Proactively identify churn signals and implement structured turnaround and recovery plays   Document and share adoption success stories to influence renewal strategy and leadership decisions     Expansion   Identify unmet use cases, product gaps, or business needs to drive growth within and across accounts   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 business outcomes and executive priorities   Track expansion execution, post-sale enablement, and early success indicators to ensure long-term retention of expanded footprint     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 with quantified business impact   Reinforce business value during the transition and partner with customers on change management and risk mitigation     Leadership & Scale   Serve as a role model for best practices in customer success execution and customer advocacy   Mentor and coach CSMs on complex accounts, executive conversations, and risk management   Contribute to the evolution of success frameworks, playbooks, and tooling   To be successful , we think you need: Bachelor’s degree in related field or equivalent combination of education and experience     5-8 years of experience in Customer Success, Account Management, or related customer-fac