Principal Customer Success Manager

🕒 3 days ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

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NICE

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1991

☁️ SaaS

🤖 Artificial Intelligence

📡 Telecommunications

SaaS • Artificial Intelligence • Telecommunications

NICE is a leading provider of AI-powered customer service automation solutions, transforming contact centers into world-class customer experience centers. Their CXone Mpower platform offers end-to-end automation of customer service workflows, integrating human and AI agents to deliver efficient and personalized customer interactions. NICE's offerings include AI for customer experience, digital and self-service solutions, workforce engagement and management, and complete cloud-based contact center platforms. They are recognized as a leader in the Contact Center as a Service (CCaaS) industry, providing tools for increased operational efficiency, employee engagement, and enhanced customer satisfaction.

📋 Description

• Act as the single point of ownership for customer success across assigned accounts, coordinating NiCE CX resources as needed to deliver outcomes • Develop and maintain strong, productive relationships with customers, holding regular success reviews to understand their contact centre operations, business goals, and success criteria • Drive adoption and value realisation, including AI-driven capabilities, by connecting NiCE CX technology to customer business outcomes and ROI • Build trusted advisor relationships and deliver a customer experience aligned to stakeholder needs and expectations • Partner with NiCE CX teams (Technical Support, Professional Services, Product, Engineering, etc.) to ensure issues, requests, and initiatives are progressing effectively and within SLA • Demonstrate strong working knowledge of NiCE CX products and associated technologies, particularly those used by assigned customers • Maintain currency in contact centre, AI, cloud, and digital customer experience technologies and trends • Gain a deep understanding of each customer’s environment, identify success gaps and opportunities, and propose solutions that accelerate adoption and business impact • Develop and deliver tailored presentations that articulate usage, adoption, realised benefits, ROI, opportunities, and next steps • Proactively manage customer health, risks, and escalations, ensuring a consistently positive customer experience • Support customers through go-live and post-go-live phases, building confidence and momentum as they mature in their use of the platform • Contribute to high customer satisfaction and Net Promoter Scores (NPS) across the assigned portfolio • Travel up to 25–30% to support customer success activities

🎯 Requirements

• Bachelor’s Degree in Computer Science, Business Information Systems, or similar field, or equivalent work experience • 6+ years’ experience in Customer Success, Technical Account Management, Service Delivery, or similar customer-facing roles within SaaS, telecommunications, or contact centre environments • Strong ability to translate technical and AI driven capabilities into business value and outcomes • Excellent analytical, problem solving, and customer engagement skills • Proven experience managing multiple customer accounts simultaneously • Excellent communication skills, both verbal and written • Ability to work effectively in a fast-paced, customer-centric environment • Proficient in Microsoft Office applications • Able to work independently with minimal supervision • Strong working knowledge of contact centre platforms, functionality, and design

🏖️ Benefits

• Global company with growth opportunities • Excellent working environment • Travel opportunities for customer visits