Senior Customer Success Manager

This is a Senior Customer Success Manager role with NICE based in Sydney, NSW, AU
== NICE ==

Role Seniority - senior

More about the Senior Customer Success Manager role at NICE

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.

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 utilisation, analyse trends, and recommend strategies to maximise 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 organisations, 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.

#LI-Hybrid 

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

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.

Before we jump into the responsibilities of the role. No matter what you come in knowing, you'll be learning new things all the time and the NICE team will be there to support your growth.

Please consider applying even if you don't meet 100% of what's outlined

Key Responsibilities

• Managing customer portfolios
• Serving as a strategic advisor
• Delivering tailored enablement

Key Strengths

• Interaction Analytics
• Workforce Management
• Customer Success Management
• SaaS experience
• Gainsight, Salesforce, ServiceNow knowledge
• Change management

Why NICE is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that's right for them. So when you apply you have the chance to show more than just your resume.

A Final Note: This is a role with NICE not with Hatch.

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