Senior Customer Success Manager – Public Sector

Nintex

. Drive product adoption, value realization, and retention across a broad and complex customer portfolio .

Posted 11/4/2026full-timeRemote • United StatesSenior💰 $78,000 - $150,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in driving product adoption and customer retention through data-driven insights and proactive engagement strategies. Skilled in managing complex customer portfolios and fostering relationships with stakeholders to ensure long-term value realization.

Highest-signal resume keywords

Customer Success ManagementData-Driven InsightsSalesforce ExperienceOnboarding and TrainingAccount Growth Strategies

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Health ManagementUsage Telemetry AnalysisSuccess Plan DevelopmentRisk MitigationBusiness Outcome Tracking

Soft Skills

Relationship BuildingCoaching and MentoringInfluencing StrategyFeedback Loop ManagementExecutive Communication

Tools & Technologies

Customer Success Management PlatformSalesforce

Industry Keywords

SaaSCustomer EngagementValue RealizationChange ManagementOperational Leadership

About the role

Key responsibilities & impact

Drive product adoption, value realization, and retention across a broad and complex customer portfolio
Proactively manage customer health and engagement using usage telemetry, adoption signals, and actionable insights
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
Maintain engagement through feedback loops, sentiment tracking, and milestone alignment
Anticipate renewal, expansion, modernization, and risk inflection points
Coach peers on account planning and success plan quality
Create onboarding plans, lead onboarding, facilitate training, and drive early adoption for complex or strategic customers
Deliver 30/90-day check-ins and engage executive sponsors when needed
Surface blockers, collect feedback, and drive resolution across internal teams
Act as the internal voice of the customer and influence product and success strategy
Transition customers to steady state using scalable metrics, repeatable playbooks, and hand-off documentation
Build trusted relationships with users, champions, business leaders, operational leaders, and executive stakeholders
Identify and nurture customer champions and advocacy opportunities
Track usage, adoption, health, business outcomes, ROI, gaps, opportunities, and risks
Lead high-severity escalations to resolution
Deliver executive-level CBR-ready scorecards, success metrics, and future-state recommendations
Support renewals with data-driven product value and usage-health insights
Own monthly health reviews and renewal risk mitigation plans
Identify churn signals and implement turnaround and recovery plays
Identify unmet use cases and business needs to drive account growth
Collaborate with Account Directors on expansion opportunities
Support modernization initiatives through usage data, quantified business impact, change management, and risk mitigation
Mentor and coach CSMs on complex accounts, executive conversations, value storytelling, and risk management
Contribute to the evolution of success frameworks, playbooks, and tooling

Requirements

What you’ll 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-facing roles, ideally in SaaS or technology environments
Experience with Salesforce
Experience with a Customer Success Management platform is a plus

Benefits

Comp & perks

Remote work with intentional opportunities to collaborate and connect with colleagues asynchronously and in person
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
Twelve paid holidays
401(k) with employer match
Competitive benefits package
E-Verify work authorization participation
Equal Employment Opportunity organization