• Help our customers be successful with Cisco Isovalent Enterprise Platform software • Engage with assigned customer accounts to accelerate their value realization by designing, implementing and guiding production rollouts • Build deep technical relationships with key customer stakeholders and be a trusted advisor • Conduct workshops for customers on our existing and new product capabilities • Leverage your customer's domain knowledge to collaborate with engineering and support teams to unblock customer issues • Help create workshops, training material, reference architectures, product documentation and any relevant artifact that would help us provide additional value to our customers • Be continuously passionate about technology, an expert opinion and prior experience with Open Source Software (OSS), Kubernetes and cloud providers

Company Description Nexthink is the leader in digital employee experience (DEX) management software. The company provides IT leaders with unprecedented insight, allowing them to see, diagnose, and fix issues at scale impacting employees anywhere, with any application or network, before employees notice the issue. As the first solution to allow IT to progress from reactive problem solving to proactive optimization, Nexthink enables its more than 1,300 customers to provide better digital experiences to more than 18 million employees. Dual headquartered in Lausanne, Switzerland and Boston, Massachusetts, Nexthink has 9 offices worldwide. With over 20 years of product innovation, we're now in the most exciting chapter of our journey: becoming an AI-native company and expanding the value we deliver to enterprise and public sector customers. As Nexthink grows its government cloud capabilities, our ability to operate disciplined, compliant, customer-ready federal programs will be essential to opening new markets and earning trust with agencies, partners, auditors, and regulated customers. Job Description This role is to support growth and customer retention in North America and will be responsible for a portfolio of our strategic enterprise customers. The primary objective of the role is to help guide Customers along their DEX journey, following Nexthink's DEX Methodology, to drive growth and adoption throughout the entire customer lifecycle. Key pillars to the Customer Success Team are: (i) Customer Success Plan, (ii) Value Tracking and (ii) Executive Business Reviews. You will be expected to lead the customer to success in their DEX Journey. This means providing support and best practices on getting started with DEXOps, developing a plan for adoption of DEX into the Customer's ecosystem, and ensuring positive outcomes for your customers while solidifying their long-term partnership with Nexthink. This is a key position within the Technical Services team and the successful candidate will be expected to work collaboratively with Sales, Solution Consulting, Professional Services, Customer Support and Product teams to drive positive customer outcomes, operational success, renewals and upsell opportunities. - Aligned to up to 20 Nexthink Enterprise customers, you will own and execute a comprehensive customer success plan that emphasizes the critical pillars of people, processes, technology, communication and value, all aimed at effectively integrating Nexthink solutions and building a DEX journey. - Be a Trusted Advisor to the Customer: Build relationships with key leadership contacts within the CIO organization and other influential stakeholders. Have a POV on the customer industry, competitive landscape, and the DEX market. Understand the customer's technical challenges and dependencies. - Deliver Value for the Customer: Identify, define, track, measure and share the overall impact and value of Nexthink. Guide the Customer on their journey and hold them accountable. Evangelize the customer's success (internally, and with Customer stakeholders). - Deliver on-time Renewals & Achieve Renewal Targets: Align on account strategy with the broader account team and work to help deliver an on-time renewal (through extensive value-tracking activities and other CSM efforts) - Achieve Expansion Targets: Identify new opportunities for Nexthink, either through Professional Services engagements, or upsell/cross-sell of additional Nexthink services and solutions. Align with the Account Team on expansion strategies and upsells to deliver results. - Maintain Customer Health: Have regular cadence with the right Customer contacts and understand current sentiment and issues. Identify and escalate any critical issue or risk of renewals, collaborating with the Account Team including Account Managers, Solution Consultants, Professional Services and Support Teams. - Deliver DEX workshops to the customer that support educating and development of the customer journey in the use of the product and how to quantify the value of outcomes. - In partnership with the Account manager, participate in quarterly business reviews (Executive Business Reviews) with key customer stakeholders to communicate progress against the success plan and provide thought leadership on the customer journey focused on required outcomes. - Act as the voice of the customer and provide feedback to Nexthink Product Management, R&D, Sales and Marketing teams. - Foster collaboration within the Nexthink ecosystem (internal and external) and share best practices to enhance the customer experience and business outcomes. - Update our CRM database and make sure that customer data is always accurate and reliable. Qualifications - 5+ years of experience as a Customer Success Manager working in the Software Industry with Large Enterprise Accounts and successful adoption of SaaS. - Ability to drive the DEX Methodology (people, process, technology, communication, value) to ensure adoption and value realization. - Strong business acumen with the ability to use business context to generate creative, pragmatic solutions to achieve business objectives. - Entrepreneurial mindset that enables you to successfully work independently with little guidance; using good judgment to escalate issues when needed. - Technical background or technological savvy to be able to learn Nexthink products and services, technologies and business. (Understanding of the IT project delivery lifecycle and digital transformation initiatives is preferred.) - Ability to effectively manage, guide, and build rapport within all parts of the customer's hierarchy, from the technical teams to the C-suite. Building relationships with our customers is key. - Excellent written, oral, and interpersonal communication skills; capable of gaining the respect of and interacting comfortably with senior leaders. - Organized and structured, with the ability to facilitate difficult/complex situations. - Have a "can do" attitude to own and drive results. - Strong understanding of IT Operations, ITSM processes (ITIL), or End User Compute/Client Management practices is preferred. - Strong customer-facing and presentation skills. - Fluent in English (written as well as verbal). - This role will require 25-50% travel within the US, and sometimes internationally if required. Additional Information All your information will bWe are the pioneers and trailblazers of a global IT Market Category (DEX) that is shaping the future of how the world works, giving our customers' IT Teams total digital visibility across their enterprise. Our innovative solutions integrate real-time analytics, automation, and employee feedback across all endpoints. This enables our IT teams to solve complex technical challenges, create ever more productive workplaces, and deliver happy, satisfied employees in the digital workplace.e kept confidential according to EEO guidelines. Total Rewards @ Nexthink At Nexthink, we offer one of the most comprehensive and generous benefits plans. Your total rewards compensation package includes base salary and may also include a commission or performance bonus plan. We provide our US employees with 100% covered company benefits that consist of health, dental, vision as well as access to life insurance, long-term disability, and accidental death/personal loss coverage. In addition, we offer: - Flexible Hours and unlimited vacation (employees have unlimited paid time off on top of the 15 days of holidays we offer), 11 company-paid holidays, and 3 extra days for volunteering. - Hybrid work model that balances office and remote work, with structured onboarding to foster connections and team integration. - Free access to professional training platforms to explore your interests and enhance your skills. - Up to 16 weeks of paid leave for birthing parents/primary caregivers, 6 weeks for secondary caregivers. - Plan for the future with a 401(k) plan featuring up to 4% company matching contributions, vesting immediately, to grow your retirement savings. - Bonuses for referring successful hires after three months of continuous employment. Base salary ranges are determined by country, role, level, experience, and skills. The range displayed on each job posting reflects Nexthink's good faith determination of the minimum and maximum targets for new hire salaries across all US locations. Individual pay is determined by related factors, including job skills, experience, and relevant education or training, which may impact a final offer. Your Talent Acquisition Partner can share more about the specific salary range during the hiring process.

Role Description OpenLoop is looking for an Enterprise Customer Success Manager to join our team remotely or at our HQ in Des Moines, IA. In this role, you will be responsible for collaborating closely with Customer Success leadership and continuously developing the client experience from start to finish, ultimately contributing to relationship retention and growth. What You'll Do - Drive Account Growth & Diversification: Proactively identify opportunities to expand OpenLoop’s footprint within your book of business by introducing new products and service lines that align with client goals. - Ensure Customer Success & ROI: Partner with clients to define "success" and track key performance indicators (KPIs) to ensure they are realizing maximum value from our solutions. - Churn Mitigation: Monitor account health signals and engagement data to proactively identify and resolve risks before they impact retention. - Strategic Relationship Management: Act as the primary point of contact for executive stakeholders, moving beyond tactical support to become a trusted advisor. - Integration Advocacy: Navigate complex system integrations by understanding how OpenLoop’s infrastructure connects with client workflows, ensuring a seamless data and operational exchange. - Lead Renewals & Upsells: Collaborate with Sales and Leadership to manage the end-to-end renewal process and execute expansion contracts. - Voice of the Customer: Synthesize client feedback into actionable insights for the Product team to influence the roadmap toward high-growth features. - Onboarding & Lifecycle Management: Lead clients through the transition from implementation to "go-live," ensuring a smooth handoff and immediate adoption of key features. - Data-Driven Reviews: Conduct regular Business Reviews (QBRs) to analyze program performance, showcase ROI, and plan for future scaling. Qualifications - The Strategic Generalist: You have a Bachelor’s degree in Business, Healthcare Administration, or a related field. - Proven CSM Track Record: 5+ years of experience in Customer Success or Account Management (B2B SaaS preferred), specifically focused on retention and revenue growth. - Integration Savvy: While you don't need to be a developer, you possess a strong mental model of how complex system integrations and APIs work to support business processes. - Commercial Mindset: You are comfortable discussing contracts, identifying upsell opportunities, and negotiating renewals. - Relationship Architect: You excel at building rapport with both technical users and C-suite executives. - Proactive Problem Solver: You don't wait for a client to complain; you use data to spot trends and offer solutions before the client knows they need them. - Healthcare/HealthTech Experience: (Bonus) Familiarity with the nuances of healthcare delivery or clinical operations. Benefits - Medical, Dental, and Vision plans - Flexible Spending/Health Savings Accounts - Flexible PTO - 401(k) + Company Match - Life Insurance, Pet insurance, and more Company Description We have a relatively flat organizational structure here at OpenLoop. Everyone is encouraged to bring ideas to the table and make things happen. This fits in well with our core values of Autonomy, Competence and Belonging, as we want everyone to feel empowered and supported to do their best work.

Role Description The Customer Success Specialist is responsible for building and maintaining strong relationships with customers to ensure they achieve their desired outcomes while using the company’s products or services. This role focuses on customer onboarding, adoption, retention, and satisfaction by serving as a trusted advisor and primary point of contact. - Serve as the primary point of contact for assigned customers, fostering long-term relationships - Guide customers through onboarding and implementation processes to ensure successful adoption - Monitor customer usage and engagement, identifying opportunities to improve satisfaction and retention - Proactively address customer concerns and resolve issues in a timely and professional manner - Collaborate with sales, product, and support teams to advocate for customer needs and drive continuous improvement - Conduct regular check-ins, business reviews, and product training sessions with customers - Track key performance indicators (KPIs) related to customer health and success - Identify opportunities for account growth, including renewals and upselling, and partner with the sales team as needed - Maintain accurate records of customer interactions and activities in CRM systems - Travel up to 25% may be required. Qualifications - Bachelor’s degree in business, communications, or a related field preferred - 2+ years of experience in customer success, account management, or a customer-facing role - Strong interpersonal and communication skills, both written and verbal - Ability to manage multiple accounts and priorities in a fast-paced environment - Problem-solving mindset with a proactive approach to customer needs - Experience with CRM platforms (e.g., Salesforce, HubSpot) and customer success tools preferred - Strong organizational and time management skills - Customer-focused attitude with a passion for delivering exceptional service Requirements - Maintain the highest ethical and work standards, promoting the same attributes in co-workers and others - Express thoughts clearly, both orally and in writing, using good grammar - Work with other employees willingly and in a spirit of cooperation and teamwork - Identify and communicate suggestions for work improvements - Accept responsibility and accountability for both strategic planning and successful implementation of all projects Benefits - Competitive salaries - Advancement opportunities - Full range of benefits, including paid vacation, 401(k), medical, dental, and vision