About the Job

As Customer Success Manager you will drive measurable improvements in employee digital experience by aligning Workplace Services (WPS) capabilities to business outcomes and serve as the primary point of contact for assigned internal customers (regions/BUs/CTO areas), ensuring adoption, value realization, and continuous improvement across Global Workplace Services (WPS).

You will translate multi-source DEX insights (Nexthink + ITSM + endpoint + collaboration + surveys) into prioritized actions, clear narratives, and demonstrable continual improvement for user-centric experiences of our services.

You’ll be the face of Workplace value for our internal customers—connecting insights to outcomes, reducing cost-to-serve, and improving employee experience at scale.

What you do

• Own customer success for assigned portfolios: Build and maintain stakeholder maps and engagement plans across business/IT owners (CTO areas, DEX and WPS service consumption in general).; Run quarterly success plans with clear outcomes, baselines, and targets (DEX score, CSAT/eNPS, continual improvement actions and customer needs feeding WPS strategy).
• Turn insights into action: Consume DEX dashboards and telemetry; identify top pain points and opportunities by cohort (persona, region, device, app). Identify and drive continual improvement via collaboration across your customer area and WPS global services teams.
• Orchestrate adoption and change: Support adoption of WPS services and connect AZT teams [regions and local] with WPS Transformation and technical teams to support and facilitate rollouts, end-user communications, and enablement into your customer region. Lead user-centric experience campaigns through targeted communication strategies, in collaboration with cross-functional teams
• Value realization and storytelling: Quantify benefits (ticket deflection, MTTR reduction, performance gains, CSAT uplift, time saved/cost avoidance). Produce executive-ready narratives and steering packs; maintain success scorecards for your customers.
• Governance and compliance: Work within privacy/Works Council guardrails; ensure RBAC/approvals for proactive actions and survey cadences. Coordinate with WPS tribes and product teams on data/feature needs; respect change windows and audit requirements.
• Backlog and roadmap co-creation: Shape and prioritize the DEX backlog for your customers (automations, fixes, knowledge, adoption activities); Collaborate and agree joint goals and priorities with WPS teams as part of aligned objectives and efficient delivery.

What you bring

• 5+ years across customer success, service delivery, product management, or consulting in enterprise IT (Workplace/End-User Computing preferred) with proven stakeholder management across business and IT, with a track record of driving adoption and measurable outcomes.
• Data-driven mindset: able to interpret dashboards/telemetry and convert insights into clear priorities and actions. Experience with ITSM and continuous improvement (incident/problem/change; closed-loop practices).
• Strong communication and storytelling skills for executive and operational audiences; excellent meeting facilitation.
• Familiarity with Workplace tech domains (Windows 10/11, M365/Teams, VDI/Citrix/AVD, endpoint management) and how they impact DEX.
• Tools familiarity (as a consumer, not necessarily admin): Power BI (reading/analyzing reports), Excel/PowerPoint; ServiceNow (tickets, knowledge, reporting); Nexthink or equivalent DEX platform (dashboards, campaigns); Intune/Endpoint Analytics/SCCM, Teams CQD (nice to have).
• Process and methods: ITIL Foundation; Agile/Lean ways of working. Change management exposure is a plus. Understanding of EU privacy/Works Council considerations for telemetry and surveys (or willingness to learn quickly).
• Bachelor’s degree in Information Systems, Business, or related field (or equivalent experience). ITIL Foundation required; Agile/Scrum certification preferred. Nexthink, Power BI, or change management certifications are a plus.
• Familiarity with AI technologies and GenAI platforms is a strong advantage.

What we offer

• We offer a hybrid work model which recognizes the value of striking a balance between in-person collaboration and remote working incl. up to 25 days per year working from abroad.
• We believe in rewarding performance and our compensation and benefits package includes a company bonus scheme, pension, employee shares program and multiple employee discounts (details vary by location).
• From career development and digital learning programs to international career mobility, we offer lifelong learning for our employees worldwide and an environment where innovation, delivery and empowerment are fostered.
• Flexible working, health and wellbeing offers (including healthcare and parental leave benefits) support to balance family and career and help our people return from career breaks with experience that nothing else can teach.