Senior Customer Success Manager

Business Dev / Strategy Atlanta, Georgia Richardson, Texas Chicago, Illinois Hoboken, New Jersey Salt Lake City, Utah Minneapolis, Minnesota


The primary goal of the Senior Customer Success Manager at NICE is to work closely with our cloud customer base to ensure high customer satisfaction & enable product adoption, to both preserve customer’s reoccurring revenue, & create loyal promoters driving additional business.

Performance in the role is measured by retention, growth of contract values, while ensuring assigned cloud accounts become willing references for prospect customers.



Responsibilities & Key Activities:

The role is Responsible for:

  • Managing the customer relationship throughout their lifecycle while advocating internally on their behalf, providing oversight and rallying the troops to meet customer commitments
  • Negotiating contract renewals and maintaining high revenue retention rates
  • Identifying expansion opportunities by having a deep understanding of the customer’s business operations and applying our solutions to provide business impact
  • Performing periodic Business Reviews
  • Acting as a strong customer advocate, while maintaining business priorities
  • Helping to identify & support internal teams to remove friction in the customer experience
  • Engaging and communicating effectively with senior leaders both internally and externally
  • Generating & maintaining account health dashboards
  • Maintain a working knowledge of competitive product lines, especially as it relates to technical strengths and weaknesses of the competitor's products and what strategy NICE should develop to counter
  • Develop and present customized presentations to assigned clients that both quantify and qualify product/service usage, realized benefits, achievements, opportunities and success plans


Key Activities include but are not limited to:

  • Supporting assigned customers throughout their lifecycle post-sale
    • Ensure successful onboarding of new cloud solution
    • Facilitating successful handover across Sales, Service & Support teams
    • Ensure Value Realization by understanding the customer’s goals and objectives and how the objectives will be measured throughout their partnership with NICE
    • Ensuring new customers feel supported and are confident and comfortable utilizing their new software
  • Proactive Touch – building long-term relationships with key decision makers at the customer through regular, proactive communication with assigned accounts
  • Risk Management – Track customer health and proactively identify risks of customer dissatisfaction, contract compression or termination, and developing and executing mitigation strategies as required
  • Value Monitoring - ensuring that any additional software usage is immediately identified and converted into an upsell
  • Value Realization Reviews: - Proactively monitoring customer usage of the software and tracking against customers goals & objectives as agreed in the onboarding process


Required Skills/Experience/Education:

Ideal Experience & Background:

  • Some Experience with Workforce Management Systems Preferred (Deployed in larger Contact Centers for Forecasting & Scheduling)
  • Minimum 3+ years’ experience in a customer-facing, role such as Consultant, SaaS Implementation Coordinator, Solutions Engineer, or hands on Customer Success Manager in the Cloud ecosystem
  • Ability to engage in Technical Dialogues with assigned accounts
  • 3+ years working within hosted or Software as a Service business-model
  • Bachelor’s degree or equivalent experience preferred
  • Experience in managing the business aspects of large Enterprise-level customers, and communicating customer initiatives internally with Upper Management
  • Demonstrated experience in a fast-paced environment and meeting customer time constraints

Personal Attributes:

  • Persuasive, confident with excellent negotiation skills
  • Prior experience in solutions selling, and account development
  • Strong communication, written, and formal presentation/public speaking ability
  • Passionate and empathetic towards the customer experience
  • Self-motivated, pro-active, results-oriented professional with an ability to work with minimal direction
  • Diligent/detail oriented & organized
  • Able to travel 25% 



Reports to Director, Customer Success

NICE Systems is an Equal Opportunity/Affirmative Action Employer, M/F/D/V.

NICE is committed to provide an environment based on equal opportunity for all qualified applicants and employees. It is the policy of NICE to afford equal employment opportunities to qualified individuals, regardless of age, race, color, creed, religion, citizenship, ancestry, national origin, sex, gender, pregnancy, mental or physical disability, marital status, veteran status, service in the Armed Forces, sexual or affectional orientation, atypical hereditary cellular or blood traits, genetic information, status as a victim of domestic or sexual violence, and/or any other status protected by any applicable federal, state and/or local statute or regulation.