Principal Customer Success Manager

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you. So, what’s the role all about? After key NiCE CX customers have purchased and are implementing our products, the Customer Success Management (CSM) team takes ownership of the ongoing customer relationship and value realisation, becoming the customer’s trusted advocate within NiCE CX. The Customer Success Manager begins engaging with customers before they go live on the contact centre platform and works closely with them from that point forward to ensure adoption, measurable ROI, and long-term success. Our CSMs are seasoned customer success and technically fluent professionals who are unified in exceeding customer expectations, driving adoption of AI powered capabilities, improving customer experience, and supporting company growth objectives. This role manages multiple customer accounts, many of which are enterprise, high touch, and high complexity customers. The CSM partners with customers to help them succeed in their business using NiCE technology and services, expand and optimise usage, act as a customer advocate and reference, and build long-term, loyal partnerships. Assigned accounts may include customers with premium service packages where a high level of engagement, strategic guidance, and technical understanding is required. Interaction with customers will be via phone, email, chat, video conferences with regular face-to-face engagement as necessary and appropriate. Travel to customer sites is expected to support customer visits, value reviews, and executive engagements. The CSM works independently and in close collaboration with Sales, Technical Support, Professional Services, Product Management, Engineering, and other teams to ensure the highest levels of customer success, adoption, and satisfaction. How will you make an impact 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 trustedadvisor 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 Have you got what it takes? 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,