Senior Customer Success Manager

At NiCE, we don’t limit our challenges. We’re looking for a Senior Customer Success Manager who brings deep expertise in Interaction Analytics and Workforce Management to help our customers drive value, improve performance, and realise the full potential of their investment. This is more than a traditional CSM role — it’s a hybrid of strategic guidance, technical fluency, and relationship mastery. You’ll provide hands-on enablement and support across your account portfolio while proactively identifying and removing obstacles to long-term success.

What’s the role about?

We know that delivering exceptional customer experiences starts with understanding the customer journey—and the people behind it. You will own and manage a portfolio of enterprise customers, guiding onboarding, adoption, and expansion. You’ll serve as a strategic advisor and primary point of contact for all customer engagement, including regular check-ins, business reviews, and executive updates. You’ll deliver tailored enablement on Interaction Analytics, Workforce Management, and related NICE solutions. You’ll proactively identify and resolve blockers to account health by building strong internal and external networks across technical, sales, and support teams. You’ll monitor product utilisation, analyse trends, and recommend strategies to maximise ROI and reduce risk. You’ll advocate for product improvements and customer experience enhancements, and partner cross-functionally with Sales, Services, Product, and Support to align on customer goals and drive long-term value. You’ll identify opportunities for upsell / expansion and support the sales cycle with insights tied to customer needs. You’ll maintain a deep understanding of NICE’s platform and roadmap to guide customers through evolving strategies.

• 5+ years in B2B customer success, consulting, or solution delivery roles, ideally within the contact centre, Workforce Management, or Interaction Analytics space.
• Demonstrated experience delivering consulting or training on complex analytics or WFM platforms.
• 3+ years working in a SaaS or cloud-based environment.
• Strong commercial acumen with the ability to manage and influence enterprise-level relationships.
• Proven ability to navigate matrixed organisations, resolve issues, and advocate internally on behalf of customers.
• Comfortable working independently and proactively in a high-growth, fast-paced environment.
• Working knowledge of Gainsight, Salesforce, and ServiceNow (or similar platforms) preferred.
• Strong communication and facilitation skills; capable of engaging technical and non-technical audiences alike.
• Passionate about helping customers succeed — and making their experience with NICE exceptional.

What will make you stand out

What’s in it for you?

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

NiCE-FLEX

We operate a NiCE-FLEX hybrid model for maximum flexibility : 2 days in the office and 3 days remote each week. Office days focus on face-to-face collaboration to drive innovation and a vibrant, interactive atmosphere.

About NiCE

NICELtd. (NASDAQ : NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences and ensure public safety. NiCE software handles more than 120 million customer interactions daily and monitors 3+ billion financial transactions. NiCE is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, disability, veteran status, gender identity, or sexual orientation.

We’re 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.

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