Enterprise Customer Success Manager

Overview

Enterprise Customer Success Manager - Dublin, Ireland

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About Us

A global SaaS leader for seamless digital document workflows, Nitro offers 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. Our work is driven by 5 key principles:

• One team, One mission - Our collective dedication to Nitro's mission defines us. We build 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 keep our commitments.
• Excellence in execution - We deliver top-quality results with passion and precision.
• Be bold, fail fast, learn faster - We learn as we grow, dare to try, and iterate towards improvement.

These guiding values shape our approach to work and culture.

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 receive 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 balance the customer's needs with 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 with a diverse portfolio of business customers, typically within IT, interacting with various levels of management from Directors to C-level executives
• Ensure successful onboarding and Nitro rollout for new customers
• Identify customer health risks and collaborate with internal teams to mitigate 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 meet high-priority customer needs, coordinating with sales, marketing, product, support and engineering teams

Success Criteria

• Strong commitment to helping customers achieve their business objectives
• Ability to prioritize customer needs and elevate issues with the most impact on satisfaction, retention and growth
• Ability to manage customer expectations and set realistic timelines
• Strong written and verbal communication with attention to detail
• Proactive, positive, self-starter with a passion for improving processes
• Proven track record in a customer-facing role and in driving internal initiatives to increase 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?

We offer standard benefits (health, dental, vision, retirement) and additional initiatives:

• Flex Time Off - Flexibility for holidays and personal time
• Hybrid Work - Three days in-office at global offices and two days remote per week
• Benefits - Comprehensive package including health, dental, vision, wellness perks, and pension/401k matching

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 accommodations during the interview process and beyond.

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