Senior Customer Success Manager

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you. So, what’s the role all about?

After key NiCE CX customers have purchased and are implementing our products, the Customer Success Management (CSM) team takes ownership of the ongoing customer relationship and value realisation, becoming the customer’s trusted advocate within NiCE CX. The Customer Success Manager begins engaging with customers before they go live on the contact centre platform and works closely with them from that point forward to ensure adoption, measurable ROI, and long-term success. Our CSMs are seasoned customer success and technically fluent professionals who are unified in exceeding customer expectations, driving adoption of AI powered capabilities, improving customer experience, and supporting company growth objectives. This role manages multiple customer accounts, many of which are enterprise, high touch, and high complexity customers. The CSM partners with customers to help them succeed in their business using NiCE technology and services, expand and optimise usage, act as a customer advocate and reference, and build long-term, loyal partnerships. Assigned accounts may include customers with premium service packages where a high level of engagement, strategic guidance, and technical understanding is required. Interaction with customers will be via phone, email, chat, video conferences with regular face-to-face engagement as necessary and appropriate. Travel to customer sites is expected to support customer visits, value reviews, and executive engagements. The CSM works independently and in close collaboration with Sales, Technical Support, Professional Services, Product Management, Engineering, and other teams to ensure the highest levels of customer success, adoption, and satisfaction.