Principal Customer Success Manager
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Job Description
Customer Success Manager managing customer relationships within NiCE CX team for long-term engagement. Ensuring adoption and value realization throughout the customer lifecycle via strategic partnerships.
Responsibilities:
- 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
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