Director, Customer Success

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

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This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Lead strategic account engagement across a portfolio of top-tier enterprise clients • Deliver measurable value, accelerate adoption of NiCE’s cloud-native, AI-powered platform, and drive long-term customer success and growth • Act as a trusted advisor to C-level stakeholders and align platform capabilities with customer business goals • Orchestrate cross-functional teams to deliver exceptional service, seamless delivery, and tangible results • Build enduring relationships with senior client executives and advocate for customers • Champion the post-sale customer lifecycle, including onboarding, adoption, optimization, and renewal • Conduct Executive Business Reviews and establish measurable success plans tied to business outcomes • Maintain customer satisfaction and loyalty through proactive engagement and rapid issue resolution • Manage strategic accounts representing 10M+ in ARR • Drive Net Revenue Retention growth through upsell, cross-sell, and renewal strategies • Partner with Sales, Professional Services, Value Realization Services, and Product teams to identify account growth opportunities • Lead customer transformation initiatives involving AI features, automation, bots, virtual agents, and IVR • Educate and consult customers on products, AI, advanced analytics, and value realization • Develop and execute strategic account plans with clear goals, timelines, and success criteria • Lead matrixed internal teams, escalate and resolve client risks and blockers, and communicate feedback to NiCE stakeholders • Stay current with industry, CX, contact center transformation, and AI trends • Serve as the voice of the customer to inform product innovation • Improve Customer NPS, increase Net Revenue Retention, and drive AI and feature adoption

🎯 Requirements

• Bachelor’s degree in Business, IT, or a related field required; MBA preferred • 10+ years of experience in Customer Success, Account Management, or Professional Services within SaaS or CCaaS • 5+ years of experience with NiCE CXone or comparable platforms (Genesys, Five9, Talkdesk, etc.) • Proven success managing large, strategic enterprise clients with global footprints • Expertise in contact center operations, cloud migration, and AI/automation adoption • Strong understanding of NiCE CXone architecture, tools (ACD, WFO, WEM, Enlighten AI, Analytics), and integration frameworks • Excellent stakeholder management, communication, and presentation skills; comfortable engaging with C-suite • Analytical thinking and experience using Salesforce, reporting dashboards, and strategic planning frameworks • Demonstrated ability to lead through influence in matrixed environments and manage multiple competing priorities • Willingness to travel up to 25%

🏖️ Benefits

• Fast-paced, collaborative, and creative work environment • Learning and growth opportunities • Internal career opportunities across multiple roles, disciplines, domains, and locations • Travel opportunities of up to 25% for key customer meetings, strategy sessions, and industry events