VP, Customer Success @NICE

Overview

The Vice President of Customer Success for the Strategic Segment at NICE is a senior leadership position responsible for overseeing the success of the company’s largest customers, representing significant revenue. The VP will lead a team of Technical Account Managers and Customer Success professionals to drive business outcomes and strengthen customer relationships.

Key Responsibilities

• Define and execute the vision for customer success, ensuring alignment with company-wide objectives.
• Collaborate with Sales, Services, Product, and R&D teams to enhance customer outcomes.
• Build and mentor a high-performing customer-focused team.
• Maintain and improve key performance indicators, including NPS, CSAT, customer retention, and account P&L.
• Identify and implement frameworks and processes to enhance team efficiency and customer outcomes.
• Serve as the executive contact for strategic accounts, ensuring customer satisfaction.
• Conduct regular performance management meetings with direct reports.
• Manage the P&L for the Strategic Segment, overseeing budgetary considerations and billing practices.

Requirements

• Bachelor’s degree in Business, Finance, Technology, or related field (or equivalent work experience).
• 15+ years of experience in customer service, contact centers, or B2B technology.
• 10+ years of experience leading high-performance teams.
• Experience managing relationships with Fortune 500 brands.
• Strong understanding of customer success metrics and KPIs.
• Comfortable discussing software concepts with enterprise-level customers.

Benefits

• Opportunity to lead a vital business segment with globally recognized brands.
• Collaborative and creative work environment with opportunities for growth.

Location

USA - Remote

How to Apply

Please submit your application through the company’s career page.