Enterprise Customer Success Manager

Overview
A global SaaS leader for seamless digital document workflows, Nitro offers a suite of solutions for PDF, eSigning, identity verification and analytics supported by a best-in-class customer success and change management team.
With more than 3 million licensed users and 13,000+ business customers across 157 countries, we serve 67% of the Fortune 500.
How We Work: We aim to create an environment where talented individuals are empowered to excel.
How we collaborate, innovate, and engage with one another is important to us.
Our work is driven by 5 key principles:
One team, One mission
— Our collective dedication to Nitro's mission defines us.
Together, we are building an environment where everyone feels like a valued part of something bigger than themselves.
Own it
— We take full ownership of our actions and decisions.
We empower one another to lead with confidence, creativity, and a solutions-focused mindset.
Accountable to our customers
— We are dedicated to our customers and take our commitments seriously.
We do what we say we are going to do.
Excellence in execution
— Driven by passion and precision, we exemplify excellence in our delivery with innovative, top-quality results.
Be bold, fail fast, learn faster
— We learn as we grow, dare to try, and bravely question.
We are not chasing perfection but forever iterating towards it.
These guiding values shape our approach to work, fostering a culture where everyone is inspired to contribute their best.
The Role
The Enterprise Customer Success Manager (CSM) is a customer-facing professional who will lead the post-sales lifecycle for Nitro's portfolio of business customers.
The CSM will develop and execute the strategy to ensure customers are provided with educational experiences (from formal education to self-help) to realize value from Nitro products quickly.
As the "voice of the customer" for Nitro, the CSM must be an active listener and strategic thinker who can strike the appropriate balance between the customer's needs and the company's business objectives.
Responsibilities:
Serve as the primary post-sales point-of-contact for Nitro's portfolio of Enterprise business customers
Drive engagement & adoption to cultivate customer partnerships
Own customer satisfaction and retention among a portfolio of business accounts
Proactively work directly with a diverse portfolio of business customers, typically within IT, interacting with various levels of management ranging from Directors to C-level executives
Ensure a successful onboarding and Nitro rollout among new customers
Proactively identify customer health risks, and effectively leverage internal teams to mitigate non-renewal (churn) risk
Partner with sales to identify expansion and up-sell opportunities in the post-sales cycle
Act as a liaison between internal teams to ensure high-priority customer needs are being met; coordinating with sales, marketing, product, support and engineering teams to escalate high-impact customer needs
Success Criteria
Strong commitment to ensuring customers' business objectives are achieved
Ability to prioritize customer needs and elevate the issues that will have the most impact on customer satisfaction, retention and growth
Ability to effectively manage customer expectations and create realistic expectations
Strong communication skills, both written and verbal, with excellent attention to detail
Proactive, positive, self-starter with a passion for continually improving the processes around you
Proven track record of working in a customer-facing environment and developing/driving internal initiatives to increase user engagement and satisfaction
Ability to work in a team-based, collaborative environment
Requirements
Bachelor's Degree or equivalent work experience
3-5 years of experience in B2B account management, customer support, customer success or consulting roles
Commitment to Nitro's mission and values
Travel up to 10% of the time
Nice to have
Proficiency in additional languages desired (not required)
Why Nitro?
Along with our regular benefits and programs (including health, dental, vision, and retirement as standard), we offer a few additional initiatives to future Nitronauts:
Flex Time Off
— Work-life balance is important at Nitro, and we understand that there are events that we cannot plan for.
We are proud to offer Flex Time Off to be used for holidays, spending time with your family, or appointments.
Hybrid Work
— Our team embraces the hybrid work model, appreciating its blend of flexibility and structure.
We combine three days of in-person collaboration at our global offices in Toronto, Dublin, Antwerp, Porto, and Melbourne with the convenience of two days of remote work each week.
Benefits
— Nitro provides all employees with a comprehensive benefits package that includes health insurance, dental and vision coverage, and wellness perks.
We also offer pension/401k matching, along with many other country-specific benefits.
Nitro strongly encourages applications from everyone regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.
We provide an accessible candidate experience and invite you to request any accommodations or adjustments throughout the interview process and beyond.
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