NICE Ltd. is looking for a Director, Customer Success, CX to lead strategic account engagement across a portfolio of top-tier enterprise clients. You will deliver measurable value, accelerate adoption of our cloud-native, AI-powered platform, and drive long-term customer success and growth as a trusted advisor to C-level stakeholders.
What You'll Do
- Build strong, enduring relationships with senior client executives, becoming a key strategic partner and advocate.
- Champion the full post-sale customer lifecycle—onboarding, adoption, optimization, and renewal—focused on delivering value realization.
- Conduct Executive Business Reviews (EBRs) and establish measurable success plans that tie platform usage to business outcomes.
- Maintain high Customer Satisfaction and Loyalty (CSAT, NPS) through proactive engagement and fast issue resolution.
- Manage a portfolio of strategic accounts representing 10M+ in ARR.
- Drive Net Revenue Retention (NRR) growth through upsell, cross-sell, and renewal strategies.
- Partner with Sales, Professional Services, Value Realization Services, and Product teams to identify growth opportunities.
- Lead customer transformation initiatives by driving adoption of AI features, such as Co-Pilot, Auto Summary, virtual agents, bots, and IVR automation.
- Educate and consult customers on how to leverage existing products and introduce innovations utilizing AI and advanced analytics.
- Align platform usage with key customer KPIs, including improved call deflection and enhanced agent efficiency.
- Develop and execute strategic account plans in partnership with the Account Director / Executive.
- Lead matrixed internal teams (TAMs, DSEs, SMEs, COE, etc.) to deliver world-class service and value realization.
- Escalate, resolve, and communicate client risks, blockers, and feedback to relevant internal stakeholders.
- Stay current with industry and CX trends, Contact Center Transformation, and AI to serve as a strategic voice of the customer.
What We're Looking For
- 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 (Genesys, Five9, Talkdesk, etc.).
- 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 (ACD, WFO, WEM, Enlighten AI, Analytics), and integration frameworks.
- Excellent stakeholder management, communication, and presentation skills—comfortable engaging with C-suite.
- Analytical thinker with experience using Salesforce, reporting dashboards, and strategic planning frameworks.
- Demonstrated ability to lead through influence in matrixed environments and manage multiple competing priorities.
- Travel up to 25%, including key customer meetings, strategy sessions, and industry events.
Nice to Have
- MBA preferred.
Technical Stack
- NICE CXone
- Salesforce
- Reporting dashboards
Team & Environment
You will lead matrixed internal teams (TAMs, DSEs, SMEs, COE, etc.).
Benefits & Compensation
- Join an ever-growing, market-disrupting, global company.
- Work in a fast-paced, collaborative, and creative environment.
- Endless internal career opportunities across multiple roles, disciplines, domains, and locations.
Work Mode
This is a remote position open to candidates in the USA.
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.
