At a glance
- Experience
- 5+ years experience
- Workplace
- Remote
- Location
- Remote
About Nice
- NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
- Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
- NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
About the role
- The Director of Customer Success leads strategic account engagement for a portfolio of top-tier enterprise clients.
- The role focuses on delivering measurable value, accelerating the adoption of cloud-native AI platforms, and driving long-term customer success and growth.
- The Director acts as a trusted advisor to C-level stakeholders and orchestrates cross-functional teams to ensure exceptional service and results.
Responsibilities
- Build strong, enduring relationships with senior client executives.
- Champion the full post-sale customer lifecycle including onboarding, adoption, optimization, and renewal.
- Conduct Executive Business Reviews (EBRs) and establish measurable success plans.
- Manage a portfolio of strategic accounts representing 10M+ in ARR.
- Drive Net Revenue Retention (NRR) growth through upsell, cross-sell, and renewal strategies.
- Lead customer transformation initiatives by driving adoption of AI features like Co-Pilot, Auto Summary, and virtual agents.
- Develop and execute strategic account plans in partnership with the Account Director.
- Lead matrixed internal teams including TAMs, DSEs, and SMEs.
- Escalate, resolve, and communicate client risks and feedback to internal stakeholders.
- Stay current with industry trends in Contact Center Transformation and AI.
Requirements
- Bachelor’s degree in Business, IT, or a related field.
- 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 like Genesys, Five9, or Talkdesk.
- 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, and integration frameworks.
- Excellent stakeholder management, communication, and presentation skills.
- Analytical experience using Salesforce, reporting dashboards, and strategic planning frameworks.
- Ability to lead through influence in matrixed environments.
Preferred qualifications
- MBA
Workplace
- Remote position
- Travel required up to 25% for customer meetings, strategy sessions, and industry events.
Skills
- SaaS
- CCaaS
- NiCE CXone
- ACD
- WFO
- WEM
- Enlighten AI
- Salesforce
- AI
- Automation
- Analytics
- Contact Center Operations
