Senior Customer Success Manager

NICE Ltd.

Job Overview

Location

USA - Remote

Job Type

Full-time

Full Job Description

📋 Description

• As a Senior Customer Success Manager at NICE Ltd., you will be instrumental in guiding our enterprise clients through their journey with Cognigy's cutting-edge AI solutions, ensuring they not only implement our technology effectively but also achieve and exceed their expected business outcomes.
• You will serve as a trusted advisor, leveraging your deep expertise in enterprise software and AI to help customers unlock the full potential of our platform, identifying innovative AI use cases that drive significant value and enhance their investment.
• Your role involves conducting thorough discovery processes to meticulously identify customer needs and challenges, followed by the seamless coordination and implementation of tailored solutions that address these specific requirements.
• You will be expected to provide authoritative assessments and strategic advice on our AI solutions, engaging in detailed technical discussions to clearly articulate the impact, benefits, and ROI of our advanced technical features to both technical and business stakeholders.
• A key aspect of this role is mastering high-level dialogue with enterprise executives. You will engage directly with top-tier decision-makers, articulating the strategic business value of Cognigy's AI platform and influencing them to drive transformational change within their organizations, positioning our solutions as critical enablers of their business objectives.
• You will be responsible for defining, monitoring, and reporting on critical customer success metrics. Utilizing data-driven insights, you will inform strategies, demonstrate the tangible value delivered to the customer, and report on the business impact to both the client and NICE.
• Proactively design and implement robust customer retention strategies. This includes conducting regular, insightful executive business reviews (EBRs) and developing customized engagement plans to foster strong relationships, ensure ongoing value realization, and minimize customer churn.
• You will craft compelling sales proposals for additional products and services, strategically aligning these offerings with the customer's evolving goals and negotiating terms that create mutual benefit and strengthen our partnership.
• A significant part of your contribution will be to encourage and facilitate the development of customer advocates. This involves working with satisfied clients to create case studies, gather testimonials, and secure referrals, thereby enhancing NICE's market reputation and driving new business growth.
• You will work in close synergy with our sales, product, and technical support teams to ensure a cohesive and unified approach to customer management. This collaboration is crucial for driving customer loyalty, ensuring high levels of satisfaction, and delivering a seamless, end-to-end customer experience.
• This role requires a proactive approach to understanding the broader customer landscape, identifying opportunities for expansion and upselling within existing accounts by demonstrating continuous value and innovation.
• You will act as the voice of the customer internally, providing valuable feedback to product and engineering teams to inform future development and ensure our solutions remain at the forefront of the AI and CX market.
• Your success will be measured by your ability to build deep, trusted relationships with key stakeholders at client organizations, from operational teams to C-suite executives.
• You will manage a portfolio of enterprise clients, ensuring their long-term success and fostering a strong partnership with NICE.
• This position offers the opportunity to work with a market-disrupting technology in a fast-paced, collaborative, and creative environment, contributing to the growth of a global leader in AI-powered customer experience solutions.
• You will be a key player in ensuring our customers achieve significant ROI through the strategic application of advanced AI technologies, making a tangible impact on their business operations and customer engagement strategies.

🎯 Requirements

• Minimum of 5 years of experience in a Customer Success Manager role within the software industry, with a demonstrated history of driving measurable business outcomes for enterprise clients, such as increased retention rates, enhanced product adoption, and significant ROI.
• Proven expertise and a strong understanding of CCaaS (Contact Center as a Service), AI (Artificial Intelligence), or Conversational AI technologies is a mandatory requirement for this role.
• Deep understanding of strategic business value within the software industry, including familiarity with industry benchmarks and the ability to guide customers in setting and achieving ROI-driven objectives.
• Exceptional written and oral communication skills, with the proven ability to articulate complex technical solutions clearly and persuasively to diverse audiences, including executive leadership.
• Demonstrated ability to build rapport, foster collaborative relationships, and act as a trusted advisor to enterprise clients.
• Empathetic and user-centric approach to customer engagement, ensuring a seamless and positive customer experience throughout their lifecycle.
• Analytical and structured problem-solving skills, with experience utilizing CRM platforms (e.g., Salesforce), Customer Success tools (e.g., Gainsight, Catalyst), and data analysis software to prioritize and track value-driving activities.
• Robust understanding of business and IT processes, particularly SaaS models, with a keen eye for identifying opportunities for process optimization and efficiency gains for clients.
• Motivated, self-starter with a genuine passion for AI technology and a strong desire to see AI effectively generate tangible business outcomes for customers.
• Willingness and ability to travel up to 20% of the time within the USA.

🏖️ Benefits

• Opportunity to work with a market-leading, innovative AI-first CX platform (Cognigy) backed by a global enterprise (NICE).
• Be part of an ever-growing, market-disrupting global company with a fast-paced, collaborative, and creative work environment.
• Endless internal career development and growth opportunities across multiple roles, disciplines, domains, and locations within a large, established organization.
• Competitive salary and benefits package (details to be discussed during the interview process).
• Remote work flexibility within the USA, allowing for a better work-life balance.
• Continuous learning and development opportunities, staying at the forefront of AI and CX technology.
• Chance to work with a talented team comprised of the best in the industry, contributing to significant client success stories.

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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