Director, Customer Success
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Job Description
Customer Success Director leading strategic enterprise accounts for NICE’s AI-powered customer experience software. Driving adoption, retention, expansion, and measurable value across global clients.
Responsibilities:
- 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
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