Director, Customer Success

So, what's the role all about?

As a Director of Customer Success, you will lead strategic account engagement across a portfolio of top-tier enterprise clients. Your mission: deliver measurable value, accelerate adoption of our cloud-native, AI powered platform and drive long-term customer success and growth. You'll act as a trusted advisor to C-level stakeholders, aligning our innovative capabilities to customer business goals while orchestrating cross-functional teams to deliver exceptional service, seamless delivery and tangible results.

Customer Success & Relationship Leadership

• Build strong, enduring relationships with senior client executives, becoming a key strategic partner and advocate for the customer.
• Champion the full post-sale customer lifecycle-onboarding, adoption, optimization, and renewal-focused on delivering value realization.
• Conduct Executive Business Reviews (EBRs) and establish measurable success plans that directly tie platform usage to business outcomes.
• Maintain high Customer Satisfaction and Loyalty (CSAT, NPS) through proactive engagement and fast issue resolution.

Growth, Expansion & Retention

• Manage a portfolio of strategic accounts representing 10M+ in ARR.
• Drive Net Revenue Retention (NRR) growth through upsell, cross-sell, and renewal strategies.
• Partner with Sales, Professional Services, Value Realization Services and Product teams to identify growth opportunities within your accounts.

AI, Automation & Platform Adoption

• Lead customer transformation initiatives by driving adoption of AI features, such as Co-Pilot, Auto Summary, virtual agents, bots and IVR automation.
• Educate and consult customers on how to leverage existing products and introduce innovations utilizing AI and advanced analytics.
• Align platform usage with key customer KPIs including improved call deflection and enhanced agent efficiency, ensuring tangible value realization from every NiCE solution implemented.

Strategic Account Planning & Internal Leadership

• Develop and execute strategic account plans in partnership with the Account Director / Executive with clear goals, timelines, and success criteria.
• Lead matrixed internal teams (TAMs, DSEs, SMEs, COE, etc) to deliver world-class service and value realization.
• Escalate, resolve, and communicate client risks, blockers, and feedback to relevant NiCE stakeholders.
• Stay current with industry and CX trends, Contact Center Transformation and AI and serve as a strategic voice of the customer to inform product innovation.

Key Performance Indicators (KPIs)

• Customer NPS: Improve Net Promoter Score through consistent, responsive client engagement and delivery excellence.
• Net Revenue Retention (NRR): Increase account value through successful renewals and solution expansion.
• AI & Feature Adoption: Drive usage and measurable business value through the use of automation, bots and AI tools.

Education & Experience

• 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.

Skills & Competencies

• 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.

Travel Requirements

Up to 25%, including key customer meetings, strategy sessions, and industry events.

What's in it for you?

Join an ever-growing, market disrupting, global company where the teams - comprised of the best of the best - work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!

• This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.
• This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.