VP, Customer Success

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🔥 0 minutes ago

🇺🇸 United States – 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

• Define and execute the customer success vision for the Strategic Segment, aligned with company objectives and priorities • Partner with Sales, Services, Product, and R&D to deliver customer outcomes and drive innovation • Build, mentor, and inspire a high-performing customer-focused team • Maintain and improve customer success KPIs, including NPS, CSAT, customer retention, referenceability, account P&L, achievement of customer business objectives, customer health scores, and support for upsell, cross-sell, and renewal efforts • Identify and implement scalable frameworks, processes, and technology enhancements • Serve as executive point of contact and trusted advisor for strategic accounts • Conduct one-on-one meetings, track goals, and provide coaching and feedback • Own the Strategic Segment P&L, including staffing costs, travel expenses, and budgets • Oversee billing practices and compliance with invoicing protocols • Approve credits or adjustments while maintaining customer satisfaction and financial integrity

🎯 Requirements

• Bachelor’s degree in Business, Finance, Technology, or a 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 • Proven experience managing relationships with Fortune 500 brands • Ability to lead cross-functional initiatives and influence outcomes across Sales, Services, and Product teams • Strong understanding of customer success metrics and KPIs, with a track record of maintaining and improving performance • Comfortable explaining and discussing software concepts with enterprise-level customers • Leadership experience in a SaaS company preferred • Master’s degree in Business, Finance, or a related field preferred • Familiarity with SaaS tools such as Salesforce and Gainsight preferred • Experience with contact center technologies, premise-to-cloud migrations, or enterprise software support preferred • May require domestic and occasional international travel

🏖️ Benefits

• Fast-paced, collaborative, and creative work environment • Learning and growth opportunities • Endless internal career opportunities across multiple roles, disciplines, domains, and locations • Opportunity to work with globally recognized brands • Equal opportunity employer