Manager, Customer Success

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

The Manager, Customer Success is responsible for leading a team that delivers world‑class business and technical account management to NICE’s clients. This position focuses on coaching, developing, and managing an in‑house and remote team of Technical Account Managers to drive customer satisfaction, retention, and successful product adoption. The Manager works closely with cross‑functional teams to ensure customer outcomes are achieved, while providing a strong focus on day‑to‑day execution, operational excellence, and continuous improvement.

The Manager, Customer Success contributes to the following organizational metrics:

- Net Promoter Score (NPS)
- Net Revenue Retention (NRR)
- Customer Retention
- Reference ability
- Achievement of customers' business objectives
- Support of sales upsell, cross‑sell, and renewal initiatives

JOB ROLE OVERVIEW

- Lead and manage a regional or functional team of Technical Account Managers to deliver exceptional service and support to customers.
- Collaborate closely with Professional Services, Technical Support, and other customer‑facing teams to ensure customer satisfaction and successful solution delivery.
- Partner with senior Customer Success leadership to execute retention and renewal strategies that meet or exceed defined targets.
- Work with Sales to identify expansion opportunities and support product adoption within the existing customer base.
- Monitor customer health, drive proactive engagement, and ensure timely resolution of customer issues or escalations.
- Support the onboarding, enablement, and professional growth of team members through coaching, feedback, and regular one‑on‑one meetings.
- Oversee account assignments, workload balancing, and performance metrics across the Customer Success team.
- Identify opportunities for process improvement and operational efficiency within the team’s scope.
- Maintain strong working knowledge of NICE products and competitive solutions to effectively position value to customers.
- Support the Customer Success team in identifying areas where customers can derive greater value from their NICE investments.
- Participate in the recruitment and onboarding of new team members.
- Ensure customer communication is professional, timely, and aligned with NICE standards.
- This position may require travelling as needed.
- Adhere to the company Code of Ethics and NICE policies and procedures.

FINANCIAL RESPONSIBILITY

- Support financial objectives by managing team expenses and ensuring billing practices are followed in alignment with company policies.
- Ensuring proper billing practices for NICE's technology customers.
- Review and validate account credits and adjustments as appropriate.
- Contribute to forecasting and planning discussions within the Customer Success organization.

JOB-RELATED SKILLS AND EXPERIENCE

- Bachelor’s Degree preferred or equivalent work experience required.
- 8+ years of professional experience in customer service, contact center, and/or B2B technology environments.
- 3+ years of people management experience, including coaching and developing high‑performing teams.
- Experience leading remote or distributed teams is an advantage.
- Strong communication and presentation skills with the ability to influence both internal and external stakeholders.
- Analytical and results‑oriented, with a strong focus on team collaboration and customer outcomes.
- Service‑oriented mindset with a proactive and professional demeanor.

ABOUT NICE

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

#J-18808-Ljbffr