Lead Customer Success Manager

NICE Ltd.

Job Overview

Location

South Africa - Remote

Job Type

Full-time

Full Job Description

📋 Description

• Lead Customer Success Manager responsible for owning post-sale customer relationships and driving value realization for NICE CX enterprise clients
• Act as single point of ownership for assigned accounts, coordinating internal resources to ensure adoption, ROI, and long-term success through regular success reviews and strategic guidance
• Partner with Sales, Technical Support, Professional Services, Product, and Engineering teams to resolve issues, support go-live phases, and align initiatives with SLAs
• Develop trusted-advisor relationships by understanding customer business goals, demonstrating technical fluency in AI-powered contact center solutions, and delivering tailored presentations on usage, benefits, and next steps
• Proactively manage customer health, risks, and escalations while traveling up to 25–30% for on-site visits, value reviews, and executive engagements
• Contribute to high customer satisfaction and NPS by identifying success gaps, proposing solutions, and supporting customers through maturity phases of platform adoption
• Work within a global market leader in AI, cloud, and digital CX with over 8,500 employees across 30+ countries, serving 25,000+ businesses including 85 Fortune 100 companies
• Opportunity to grow within a fast-paced, collaborative environment with endless internal career mobility across roles, disciplines, and locations

🎯 Requirements

• 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

Skills & Technologies

Senior

Remote

Degree Required

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NICE Ltd.

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About NICE Ltd.

NICE Ltd. is an Israeli-headquartered global enterprise software company that provides cloud platforms for customer engagement, workforce optimization, financial crime and compliance, and advanced analytics. Founded in 1986, it serves contact centers, financial institutions, and public safety organizations with solutions for recording, analytics, robotic process automation, and AI-driven insights. The company operates worldwide, with major offices in the United States, Europe, and Asia-Pacific, supporting clients in improving operational efficiency, customer experience, and regulatory compliance through data-driven decision-making.

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