Customer Success Manager @NICE Ltd.

Overview

The role of Customer Success Manager at NICE involves working closely with cloud customers to ensure high satisfaction and product adoption, preserving recurring revenue, and creating loyal promoters. Performance is measured through retention and growth of contract values.

Key Responsibilities

• Act as the single point of ownership for customer success across assigned accounts.
• Develop and maintain strong relationships with customers, conducting regular success reviews.
• Negotiate contract renewals and maintain high revenue retention rates.
• Gain a deep understanding of the customer’s environment, identifying success gaps and proposing solutions.
• Identify expansion opportunities by understanding the customer’s business operations.
• Proactively manage customer health, risks, and escalations.
• Perform periodic business reviews.
• Serve as a strong customer advocate while maintaining business priorities.
• Communicate effectively with senior leaders internally and externally.
• Generate and maintain account health dashboards.
• Develop and present customized presentations quantifying product usage and success plans.
• Contribute to high customer satisfaction and Net Promoter Scores (NPS).

Requirements

• Strong background in Workforce Engagement, Quality Management, and Contact Centers.
• 3+ years of experience in a customer-facing role in the cloud ecosystem.
• Ability to engage in technical dialogue with customers and stakeholders.
• Experience working within SaaS business models.
• Bachelor’s degree or equivalent experience preferred.
• Experience managing business aspects for various customer tiers and communicating initiatives to executive leadership.
• Ability to meet customer time constraints in a fast-paced environment.
• Experience with Gainsight and Salesforce.

Benefits

Details about benefits are not specified in the job listing.

Location

Remote - USA

How to Apply

For application instructions, please refer to the company’s careers page.

Deadline

No specific deadline mentioned.