Customer Success Manager

📋 Description

• • As a Scale Customer Success Manager (Scale CSM) at NICE Ltd., you will be instrumental in driving the adoption, value realization, and retention of our AI platform within the small-to-mid market customer segment. This role champions a digital-first, scaled customer success model, moving beyond traditional high-touch, individual account management to focus on efficient, one-to-many engagement strategies.
• • You will be responsible for the strategic design, meticulous execution, and continuous optimization of repeatable success motions. These motions include comprehensive lifecycle programs, automated playbooks, engaging digital enablement resources, and impactful group-based customer engagements, all aimed at ensuring our customers consistently derive maximum value from the Cognigy AI platform.
• • Your primary objective will be to own the success outcomes for a diverse portfolio of small-to-mid market customers. This ownership is primarily achieved through innovative tech-touch and one-to-many engagement models, ensuring a high level of customer satisfaction and product utilization across the segment.
• • A key responsibility involves designing, building, and deploying robust, repeatable customer success playbooks. These playbooks will cover critical stages of the customer lifecycle, including seamless onboarding, proactive adoption strategies, ensuring renewal readiness, and identifying opportunities for expansion.
• • You will define clear success criteria for all scaled programs and rigorously measure their effectiveness. This involves tracking key metrics related to customer engagement, product adoption, retention rates, and overall customer health, using data to drive continuous improvement.
• • Leveraging advanced customer success platforms and CRM systems will be crucial. You will utilize these tools to automate customer outreach, trigger timely interventions, and prioritize customer actions efficiently across your entire segment, ensuring no customer falls through the cracks.
• • Guiding customers toward tangible value realization is paramount. This will be achieved by promoting standardized best practices, showcasing proven AI use cases, and highlighting common success patterns that resonate with the needs of the small-to-mid market.
• • Proactive monitoring of product usage data, customer health indicators, and various customer signals will enable you to identify potential risks and emerging opportunities within the segment before they escalate.
• • You will be responsible for delivering clear, value-driven communications through a variety of digital channels. This includes expertly crafted emails, engaging in-app messages, informative webinars, and valuable enablement content designed for scalability.
• • Managing customer renewals will be a core function, and you will partner closely with the Sales team to support expansion motions. This involves surfacing critical insights, identifying risk indicators, and highlighting growth opportunities to drive account development.
• • Cross-functional collaboration is essential for success. You will work closely with Product, Support, Enablement, and Marketing teams to refine scaled customer journeys, eliminate friction points, and enhance the overall customer experience.
• • You will play a vital role in cultivating customer advocates through scalable programs. This includes facilitating webinars, developing compelling case studies, and supporting reference initiatives that showcase customer success and build community.
• • This role reports into Customer Success leadership and requires a collaborative approach, working in tandem with Sales, Product, Support, and Marketing to deliver an exceptional and efficient customer experience at scale.
• • Ultimately, you will be the champion for our small-to-mid market customers, ensuring they not only adopt but thrive with our AI platform, driving measurable business outcomes and fostering long-term loyalty.