[Remote] Director, Customer Success

Note: The job is a remote job and is open to candidates in USA. NiCE is hiring a Director, Customer Success to lead its Technical Account Management organization and deliver strong post-sale outcomes for strategic customers. The role focuses on customer adoption and value realization, retention and satisfaction, executive relationships, and team performance across NiCE’s cloud-native, AI-powered platform.

Responsibilities

• Provide leadership to your TAM organization, including managers and individual contributors, through coaching, feedback, development goals, and performance management
• Own the retention outcome (GRR) for the TAM portfolio: ensure risks are identified early and tracked in Salesforce/Gainsight with a documented path to save and at least weekly updates; ensure TAMs deliver accurate renewal and compression risk forecasts and proactively trigger renewal engagement; and partner with Renewal Managers (RAMs), who own renewal negotiation and execution
• Own customer satisfaction (NPS) for the portfolio, personally leading the action-plan discussion with the client where poor responses are received
• Drive consumption, adoption, and value realization across the book of business, ensuring TAMs are equipped with adoption data, solution knowledge, and the required certifications
• Enable TAMs to develop and execute strategic success plans in partnership with our clients with clear goals, timelines, and success criteria
• Build and maintain executive-level relationships with key customers
• Escalate, resolve, and communicate client risks, blockers, and feedback to relevant NiCE stakeholders
• Manage the assignment of accounts within your book of business
• Own operating cadence, performance reporting, and forecasting for the organization’s KPIs (consumption/adoption, GRR, NPS, and shared ARR growth), reporting results to executive leadership
• This position requires travel (up to 25%)

Skills

• Bachelor's degree in Business Information Systems or related field or equivalent work experience required
• 10+ years experience in customer success, technical account management, call/contact center and/or service delivery
• 10+ years of Enterprise (Fortune 500) experience in Customer Success or Service Management
• 5+ years of experience with NiCE CXone or comparable platforms (Genesys, Five9, Talkdesk, Amazon Connect etc.)
• 3+ years experience in building high performance remote teams
• Strong executive presence and a proven ability to build multi-threaded, executive-level relationships and to lead difficult conversations and escalations with composure
• Strong analytical and data fluency, with experience using consumption, adoption, health, and renewal data (e.g., Salesforce and Gainsight) to forecast retention, manage risk and steer the business
• Expertise in contact center operations, cloud migration, and AI/automation adoption; ability to connect NiCE capabilities to customer business outcomes, success plans, and quantified realized value / ROI
• Strong understanding of NiCE CXone architecture, tools (ACD, WFO, WEM, Enlighten AI, Analytics), and integration frameworks
• Demonstrated ability to lead through influence in matrixed environments and manage multiple competing priorities
• A track record of owning measurable retention, adoption, and satisfaction outcomes (GRR, NPS, consumption) and partnering effectively with Sales and Renewals teams

Benefits

• Learning and growth opportunities
• Internal career opportunities across multiple roles, disciplines, domains, and locations
• Collaborative and creative work environment
• Remote work (USA)

Company Overview

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