Description

You will lead and develop a team of Customer Success Managers while personally managing up to three strategic enterprise accounts. Your goal is to drive customer value, accelerate AI-powered adoption, and maximize ROI to contribute to growth and retention objectives.

Requirements

• Experience in a leadership role managing Customer Success or similar teams
• Strong background in customer success methodologies and playbooks
• Proven ability to manage high-touch enterprise customers
• Excellent cross-functional collaboration skills with Product, Sales, and Support
• Data-driven mindset with experience in CRM and success tools

Responsibilities

• Lead, coach, and develop a team of CSMs to deliver proactive, value-driven engagements
• Manage up to three enterprise customers, ensuring deep engagement and value realization
• Establish operational rhythms including weekly reviews, risk assessments, and success plan audits
• Drive AI adoption and business value through NiCE's AI-powered capabilities
• Design and operationalize scalable Customer Success frameworks (Success Plans, Value Realization, etc.)