Director, Customer Success

🔥 5 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

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👻 Ghost score 10%

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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 the 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 • 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 high CSAT and NPS through proactive engagement and fast issue resolution • Manage a portfolio of 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 by driving adoption of AI features, automation, bots, virtual agents, and IVR automation • Educate and consult customers on products, AI, and advanced analytics • Align platform usage with customer KPIs, including call deflection and agent efficiency • Develop and execute strategic account plans with the Account Director / Executive • Lead matrixed internal teams to deliver service and value realization • Escalate, resolve, and communicate client risks, blockers, and feedback to NiCE stakeholders • Stay current with industry, CX, contact center transformation, and AI trends; represent the voice of the customer in product innovation • Improve Customer NPS, increase NRR, 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 thinker with experience using Salesforce, reporting dashboards, and strategic planning frameworks • Demonstrated ability to lead through influence in matrixed environments and manage multiple competing priorities • Up to 25% travel availability

🏖️ Benefits

• Fast-paced, collaborative, and creative work environment • Opportunities to learn and grow • Internal career opportunities across multiple roles, disciplines, domains, and locations • Travel opportunities up to 25%, including key customer meetings, strategy sessions, and industry events