Senior Customer Success Manager

So, what’s the role all about?

At NiCE, we know that delivering exceptional customer experiences starts with understanding the customer journey—and the people behind it. We’re looking for a Senior Customer Success Manager who brings deep expertise in Interaction Analytics and Workforce Management to help our customers drive value, improve performance, and realise the full potential of their investment. 

This is more than a traditional CSM role — it's a hybrid of strategic guidance, technical fluency, and relationship mastery. You’ll provide hands-on enablement and support across your account portfolio while proactively identifying and removing obstacles to long-term success. 

How will you make an impact?  

• Own and manage a portfolio of enterprise customers to drive successful onboarding, adoption, and expansion.
• Serve as a strategic advisor and primary point of contact for all customer engagement, including regular check-ins, business reviews, and executive updates.
• Deliver tailored enablement on Interaction Analytics, Workforce Management, and related NiCE solutions.
• Proactively identify and resolve blockers to account health by forming strong internal and external networks across technical, sales, and support teams.
• Monitor product utilization, analyze trends, and recommend strategies to maximize ROI and reduce risk.
• Represent the voice of the customer internally to advocate for product improvements, innovation, and experience enhancements.
• Partner cross-functionally with Sales, Services, Product, and Support to align on customer goals and drive long-term value.
• Identify opportunities for upsell/expansion and support the sales cycle with insights tied to customer needs.
• Maintain a deep understanding of NiCE’s platform and roadmap to guide customers through evolving strategies.
• 5+ years in B2B customer success, consulting, or solution delivery roles, ideally within the contact centre, Workforce Management, or Interaction Analytics space.
• Demonstrated experience delivering consulting or training on complex analytics or WFM platforms.
• 3+ years working in a SaaS or cloud-based environment.
• Strong commercial acumen with the ability to manage and influence enterprise-level relationships.
• Proven ability to navigate matrixed organizations, resolve issues, and advocate internally on behalf of customers.
• Comfortable working independently and proactively in a high-growth, fast-paced environment.
• Working knowledge of Gainsight, Salesforce, and ServiceNow (or similar platforms) preferred.
• Strong communication and facilitation skills; capable of engaging technical and non-technical audiences alike.
• Passionate about helping customers succeed — and making their experience with NiCE exceptional. 

You'll stand out if you also have: 

• Experience managing adoption across multiple NiCE solutions (e.g., Engage, Nexidia, WFM, QM, APA).
• A background in change management, business consulting, or performance improvement in the CX space.
• A consultative mindset with the ability to translate complex data into actionable insights for customers.
• Experience working with enterprise stakeholders across technical, operational, and executive levels.
• A track record of influencing product strategy through customer feedback and frontline experience. 

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, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!

Enjoy NiCE-FLEX!

At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 8731
Reporting into: Director, Customer Success
Job type: Individual contributor.

#LI-Hybrid