Lead Customer Success Manager

Lead Customer Success Manager 

So, what's the role all about? 

This is where genuinely good people go to become exceptional. Our Lead Customer Success Managers already have the fundamentals nailed – they can build a relationship, read a room, and hold their own with a customer. What they’re hungry for is the next level: more range, more complexity, and the reputation that comes from proving they can handle it. 

You’ll take ownership of a variety of accounts across the NiCE portfolio, building the kind of trust that means customers and partners come to you first. Programme delivery, governance, and technical execution sit with our specialist teams – your job is to be the constant thread that keeps the customer’s priorities, expectations, and experience front and centre, whatever is happening behind the scenes. 

This isn’t a role for someone who’s happy where they are. It’s for someone who’s already good, knows it, and is actively building toward being one of the best – someone with a real appetite to grow their scope, sharpen their instincts, and take on the trickier conversations rather than duck them. 

You’ll work closely with Sales, Delivery, Product, and every team working behind the scenes, alongside our Principal CSMs and senior leaders who’ll push you and back you as you build your own reputation. Interaction with customers spans phone, email, chat, and video, with regular face-to-face engagement where it counts, and travel to be in the room for the moments that matter. 

How will you make an impact? 

• Build a genuine reputation across your portfolio as the person customers and partners trust to sort things out 

• Get comfortable in the room – business reviews, escalations, tougher conversations – and keep pushing yourself to handle bigger and more complex ones 

• Grow real relationships with senior stakeholders, moving from useful contact to trusted advisor over time 

• Translate what our programme, governance, and technical teams are delivering into language and value customers actually care about 

• Stay genuinely curious about new technology and AI-driven capability – learn fast, ask good questions, and build credibility as you go 

• Start balancing commercial acumen with customer advocacy, learning where to hold firm and where to flex 

• Spot risk and opportunity early, and build the judgement to know when to solve it yourself and when to pull in help 

• Take on renewal, growth, and expansion conversations with increasing confidence and commercial edge 

• Look for chances to influence beyond your own patch, and start shaping how others around you approach customer success 

• Own your story – usage, adoption, ROI, and what’s next – and get sharper at telling it to senior audiences 

• Travel to be in front of customers and partners when it counts, because some relationships are only really built in person 

Have you got what it takes? 

• A strong track record in customer success, account management, or a similarly customer-facing role – you’ve done this well, and you want to do it at a higher level 

• A personality people remember – you build trust quickly and people genuinely enjoy working with you 

• Real ambition – you’re not looking for a comfortable seat, you’re looking for the next stretch 

• Comfort with technology and a genuine appetite for learning new tools and capabilities, without needing to be the expert in the room 

• Good commercial instincts, with the self-awareness to know when you need to sharpen them further 

• A growing ability to operate independently and make judgement calls, with the maturity to know when to ask for support 

• Strong communication skills – written, verbal, and, increasingly, in the room 

• Experience juggling multiple stakeholder relationships at once, without letting the quality slip anywhere 

• A collaborative approach – you know you don’t need to be the expert in everything, and you’re comfortable bringing in specialists who make the outcome happen 

You will have an advantage if you also have: 

• Previous experience in a contact centre, CCaaS, or similar customer experience environment 

• A natural interest in AI, automation, or emerging technology, and what it means for customers 

• Some exposure to programme delivery, governance, or technical teams, even if you didn’t own that work directly 

• A background that blends commercial thinking with genuine customer empathy 

• Experience handling a broad or varied portfolio of accounts 

What’s in it for you? 

Join an ever-growing, market-disrupting, global company where some of the best people in the industry come to work. As the market leader, every day at NiCE is a chance to learn, grow, and build the reputation that takes you further, with career opportunities across roles, disciplines, and locations. 

If you’re already good, hungry to be exceptional, and ready to prove you belong at the next level, you may just be our next NiCEr. 

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