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, 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.

How will you make an impact

Act as the single point of ownership for customer success across assigned accounts, coordinating NiCE CX resources as needed to deliver outcomes

Develop and maintain strong, productive relationships with customers, holding regular success reviews to understand their contact centre operations, business goals, and success criteria

Drive adoption and value realisation, including AI‑driven capabilities, by connecting NiCE CX technology to customer business outcomes and ROI

Build trustedadvisor relationships and deliver a customer experience aligned to stakeholder needs and expectations

Partner with NiCE CX teams (Technical Support, Professional Services, Product, Engineering, etc.) to ensure issues, requests, and initiatives are progressing effectively and within SLA

Demonstrate strong working knowledge of NiCE CX products and associated technologies, particularly those used by assigned customers

Maintain currency in contact centre, AI, cloud, and digital customer experience technologies and trends

Gain a deep understanding of each customer’s environment, identify success gaps and opportunities, and propose solutions that accelerate adoption and business impact

Develop and deliver tailored presentations that articulate usage, adoption, realised benefits, ROI, opportunities, and next steps

Proactively manage customer health, risks, and escalations, ensuring a consistently positive customer experience

Support customers through go‑live and post‑go‑live phases, building confidence and momentum as they mature in their use of the platform

Contribute to high customer satisfaction and Net Promoter Scores (NPS) across the assigned portfolio

Travel up to 25–30% to support customer success activities

Have you got what it takes?

Bachelor’s Degree in Computer Science, Business Information Systems, or similar field, or equivalent work experience

6+ years’ experience in Customer Success, Technical Account Management, Service Delivery, or similar customer‑facing roles within SaaS, telecommunications, or contact centre environments

Strong ability to translate technical and AI‑driven capabilities into business value and outcomes

Excellent analytical, problem‑solving, and customer engagement skills

Proven experience managing multiple customer accounts simultaneously

Excellent communication skills, both verbal and written

Ability to work effectively in a fast‑paced, customer‑centric environment

Proficient in Microsoft Office applications

Able to work independently with minimal supervision

Strong working knowledge of contact centre platforms, functionality, and design

Experience balancing technical discussions while maintaining strong executive‑level business relationships

You will have an advantage if you also have:

Understanding of networking, VoIP, and contact centre infrastructure

Knowledge of TCP/IP, SIP signalling, and telecommunications architecture

Familiarity with databases, SQL concepts, or scripting fundamentals

Experience with AI, analytics, automation, or digital CX technologies

Analytical, inquisitive, service‑oriented mindset with a collaborative approach

Experience working across complex customer environments and stakeholder groups

What’s in it for you?

Join an ever growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment. As the market leader, every day at NiCE is a chance to learn and grow, with endless internal career opportunities across multiple roles, disciplines, domains, and locations.

If you are passionate about customer success, innovation, and driving real business outcomes, you may just be our next NiCEr.

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.