Overview
Enterprise Customer Success Manager (CSM) at Nitro Software. The CSM leads the post-sales lifecycle for Nitro’s portfolio of business customers, developing and executing strategies to ensure customers realize value from Nitro products quickly through educational experiences and self-help resources.
As the voice of the customer, the CSM is an active listener and strategic thinker who balances customer needs with Nitro's business objectives.
Responsibilities
* Serve as the primary post-sales point of contact for Nitro’s portfolio of Enterprise customers
* Drive engagement and product adoption to cultivate customer partnerships
* Own customer satisfaction and retention within a portfolio of business accounts
* Proactively engage with a diverse set of customers, typically IT leaders, at directors to C-level
* Ensure successful onboarding and Nitro rollout for new customers
* Identify customer health risks early and collaborate with internal teams to mitigate churn
* Partner with sales to identify expansion and upsell opportunities in the post-sales cycle
* Coordinate with cross-functional teams (sales, marketing, product, support, engineering) to address high-priority customer needs
Success Criteria
* Strong commitment to achieving customers’ business objectives
* Ability to prioritize customer needs and elevate issues with the most impact on satisfaction, retention, and growth
* Effective management of customer expectations and setting realistic expectations
* Excellent written and verbal communication skills
* Proactive, self-starter with a passion for process improvement
* Proven track record in a customer-facing role and in driving internal initiatives to increase engagement and satisfaction
* Ability to work effectively in a collaborative, team-based environment
Requirements
* Bachelor’s Degree or equivalent work experience
* 3–5 years of experience in B2B account management, customer support, customer success or consulting
* Commitment to Nitro’s mission and values
* Travel up to 10% of the time
Nice to Have
Proficiency in additional languages is a plus (not required).
Why Nitro
Nitro offers a comprehensive benefits package including health, dental, vision, retirement (and country-specific benefits). We promote work-life balance and flexible approaches to work.
Benefits and Work Model
Flex Time Off to accommodate holidays, family, and appointments. Hybrid work model with three days in global offices (e.g., Toronto, Dublin, Antwerp, Porto, Melbourne) and two days remote per week.
Equal Opportunity Statement
Nitro strongly encourages applications from all qualified individuals regardless of race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability. We provide accessible candidate experiences and invite accommodations throughout the interview process and beyond.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Other
Industries
* Software Development
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