About Nintex:
At Nintex, we are transforming the way people work, everywhere.
As the global standard for process intelligence and automation, we’re trusted by over 10,000 public and private sector organizations across 90 countries. Our customers, from industry giants like Amazon, Coca-Cola, and Microsoft, rely on the Nintex Platform to accelerate their digital transformation journeys by managing, automating, and optimizing business processes quickly and efficiently. We improve their lives through the technology we build.
We are committed to fostering a workplace that supports amazing people in doing their very best work every day. Collaboration is constant, our workplace is fun, the environment is fast-paced, and we value our people’s curiosity, ideas, and enthusiasm. Driven by passion and accountability, we take initiative, measure progress, and deliver results. Our culture fosters innovation and problem-solving, fueled by curiosity and a commitment to thinking big. Together, we move with agility, prioritize customer needs, and build unity through empathy, leaving a positive impact wherever we go.
About the role:
The Customer Success Specialist is a reactive, engagement-manager role focused 100% on customers flagged as at-risk. You will triage risk signals, coordinate the right cross-functional “tiger team” (Support, Renewals, Sales, Professional Services, Product, Enablement, Partners), and drive a clear Risk Mitigation Plan (RMP) to resolution. You own the end-to-end turnaround motion, from first signal through stabilization, ensuring risks are contained quickly, customers see a credible path to value recovery, and learnings are documented to prevent recurrence.
Your contribution will be:
1) Risk Intake, Triage & Prioritization
- Monitor Tingono, Salesforce, telemetry, and sentiment to identify/validate risk type, severity, and renewal impact.
- Classify risks (e.g., Adoption/Value, Technical/Defects/Performance, Services/Timeline, Commercial/Contract, Executive Sponsor/Change Mgmt, Security/Compliance).
- Open a standardized Risk Mitigation Plan within 24 hours, including problem statement, success criteria, owners, milestones, and timeline SLAs.
2) Engagement Management (Cross-Functional Orchestration)
- Stand up the right response pod based on risk type (e.g., Support + Product for defects; PS + Enablement for adoption; Sales + Renewals for commercials).
- Run cadences (daily/bi-weekly as needed), set agendas, track actions, unblock decisions, and escalate when SLAs are at risk.
- Maintain a single source of truth (Salesforce) with updated status, decisions, and next steps.
3) Customer Communications & Expectation Management
- Establish a clear comms plan with the customer (who/what/when), including executive updates for high-severity risks.
- Translate technical issues into business impact and value-recovery narratives; align on stabilization checkpoints and closure criteria.
- Capture VoC and feedback to inform playbooks and product improvements.
4) Risk Mitigation Planning (RMP) & Documentation
- Author and maintain the RMP: root cause (interim/confirmed), actions, owners, due dates, metrics, and acceptance criteria.
- Track leading indicators (adoption/utilization deltas, support backlog burn-down, time-to-green) and lagging outcomes (save vs churn, GRR).
- On closure, deliver post-incident review (PIR) with preventive recommendations and update playbooks.
5) Renewal Support for At-Risk Accounts
- Partner with Renewals and Sales on save strategies, offers, and timing based on verified progress against the RMP.
- Provide data-driven proof of value recovery (health trendlines, ROI evidence, resolved blockers).
- Ensure internal alignment on negotiation guardrails and exit criteria when save probability is low.
6) Continuous Improvement & Playbooks
- Feed systemic insights to CS leadership, Support, PS, and Product to remediate recurring patterns.
- Contribute to and refine risk playbooks, templates, and response SLAs.
- Help tune Tingono/Salesforce signals to reduce false positives and speed detection.
To be successful, we think you need:
- 2–4 years in Customer Success, Engagement/Program Management, Support Operations, or similar customer-facing roles in B2B SaaS.
- Strong analytical mindset: turn telemetry and support data into decisive actions and clear customer narratives.
- Experience with Salesforce
What’s in it for you?
Nintex has a hybrid working model, enabling us to build culture, learn, and grow together. We intentionally connect and collaborate, while emphasizing flexibility with a blend of at-home and in-office work. This role is a hybrid role in our local Nintex office.
While our offerings differ from country to country, we offer our entire global workforce an array of exciting perks and benefits, including
- 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
View more about our benefits here: https://www.nintex.com/wp-content/uploads/2023/01/Global-Perks-and-Benefits.pdf.
