Senior Customer Success Manager

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.

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.