Senior Customer Success Manager

Remote · 5+ years experience · Remote · Posted Oct 2, 2026

At a glance

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.

The Customer Success Manager ensures Cognigy's customers are supported and guided through implementing products to deliver expected outcomes and expansion.
The role serves the Director Customer Success to maintain a balanced portfolio across the CS team and streamlines external communication.

Leverage extensive experience with enterprise software solutions to guide customers in strategically utilizing Cognigy's technology through innovative AI use cases.
Identify customer needs through structured discovery processes and ensure timely coordination and implementation of solutions.
Provide authoritative assessments and advice on solutions, engaging in detailed technical discussions to elucidate the impact and value of technical features.
Engage directly with enterprise executives, articulating strategic business value and influencing top-tier decision-makers to drive transformational change.
Define and track customer success metrics, using data to inform strategies and report on value delivered.
Design and implement effective customer retention strategies, including regular executive business reviews and customized engagement plans to minimize churn.
Craft compelling sales proposals for products and services, strategically aligning them with customer goals and negotiating terms.
Encourage and facilitate the development of customer advocates through case studies, testimonials, and referrals.
Work in close synergy with sales and technical teams to drive customer loyalty and satisfaction.

At least 5 years of experience in the software industry as a Customer Success Manager, with a proven track record of driving measurable business outcomes for customers.
CCaaS, AI or conversational AI a MUST.
A deep understanding of what constitutes strategic business value in the software industry, including familiarity with industry benchmarks and ROI-driven objectives.
Exceptional communication skills, both written and oral, with the ability to articulate complex solutions clearly.
Empathetic to customer needs with a user-centric approach.
Analytical and structured approach to problem-solving, with experience using CRM platforms, Customer Success tools and data analysis software.
Openness to travel up to 20% of the time within the USA.
A robust understanding of business and IT processes, particularly SaaS models.
A personal alignment with company values and culture.
Motivated individual with a genuine interest in AI technology.