Director, Customer Success

nice; Australia; On-site; GBP 90,000 - 130,000; Full time

Job summary

NiCE is seeking a Senior Customer Success leader to drive a global CS organization of around 26 managers across Australia, US, UK, Germany and wider EMEA. This strategic role focuses on defining the CS strategy, operating model and standards, while coaching teams to deliver measurable customer outcomes without owning individual accounts.

You will partner with Sales, Professional Services, Product, and Support to improve the end-to-end customer experience and to ensure CS is positioned as a

Qualifications

• Senior Customer Success leader with global scope and scale.
• Experience building scalable operating models and governance for CS.
• Proven ability to raise standards and drive measurable outcomes.

Responsibilities

• Lead and develop a global team of Customer Success Managers across regions.
• Set and operationalize global CS strategy and priorities.
• Partner with Sales, Professional Services, Product and Support to optimize the customer lifecycle.
• Coach CSMs to become strategic customer leaders and improve executive engagement.
• Establish KPIs, governance, playbooks and repeatable practices for CS.

Skills

Global leadership

Customer Success

Strategy development

Coaching

Performance management

Job description

At NiCE, we don't limit our challenges. We challenge our limits. Always. We're ambitious. We're game changers. And we play to win. We set the highest standards and execute beyond them. And if you're like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what's the role all about?

We are looking for an exceptional Customer Success leader to lead and elevate a global team of approximately 26 Customer Success Managers across Australia, the US, UK, Germany and the wider EMEA region.

This is a senior leadership role for someone who knows what great Customer Success looks like and has the experience, credibility and energy to build it at scale. You will set the global Customer Success strategy, establish a clear and scalable operating model, raise standards across regions and develop our CSMs into consistently stronger strategic customer leaders.

This is deliberately not an account owning role . You will not carry your own customer portfolio. Instead, you will operate as a strategic leader, coach and expert across the Customer Success organisation, providing direction, challenge and expertise across Customer Success strategy, methodology, processes, commercial discipline, customer value and team performance.

You will bring consistency to a geographically distributed organisation while recognising that different markets and customers require different approaches. You will challenge existing thinking, raise the bar and create an environment where CSMs are accountable for delivering measurable customer and business outcomes.

Working closely with Sales, Professional Services, Product, Support, Engineering and senior leadership, you will play a critical role in ensuring Customer Success is positioned as a strategic function and a key driver of customer value, retention and growth.

How will you make an impact?

• Lead, coach and develop a global team of approximately 26 Customer Success Managers across Australia, the US, UK, Germany and the wider EMEA region, creating a high performance, accountable and collaborative culture.
• Set the global Customer Success strategy and translate it into clear priorities, standards and measurable outcomes that can be consistently understood and executed across regions.
• Own and continuously evolve the global Customer Success methodology, operating model, processes, governance, tooling and best practices, ensuring they remain effective as the organisation scales.
• Establish a consistent framework for customer planning, onboarding, adoption, value realisation, customer health, risk identification, renewals and expansion, working closely with Sales to ensure clear ownership and collaboration.
• Coach CSMs to become stronger strategic customer leaders, developing their capabilities across executive engagement, commercial acumen, value selling, stakeholder management, strategic account planning and effective customer conversations.
• Provide constructive challenge to CSMs and regional leaders, raising the quality and consistency of customer strategy and ensuring teams are focused on meaningful customer and business outcomes rather than simply completing activities.
• Establish clear performance expectations, KPIs and management rhythms across Customer Success, using data and customer insight to identify trends, diagnose performance gaps and uncover opportunities for improvement.
• Build and maintain a strong Customer Success knowledge base, including playbooks, frameworks, templates and repeatable practices that enable CSMs to operate effectively and consistently.
• Partner closely with Sales leadership to establish effective collaboration across renewals, expansion, customer risk and executive relationships, ensuring Customer Success maintains its strategic customer focus without becoming a sales function.
• Partner with Professional Services, Product, Support and Engineering to improve the end to end customer experience, identify recurring sources of friction and drive improvements across the customer lifecycle.
• Act as a senior escalation point for strategically important or complex customer situations, providing direction, coaching and strategic guidance to the CSM rather than taking over account ownership.
• Represent the voice of Customer Success at senior leadership level, bringing clear customer insight, recommendations and data driven perspectives to business decisions.
• Identify capability gaps across the organisation and build targeted development plans, coaching programmes and succession pipelines to strengthen the long term capability of the Customer Success function.
• Support hiring and organisational design decisions as the Customer Success organisation continues to grow, ensuring we have the right structure, capabilities and leadership in place for scale.
• Champion a culture of continuous improvement, accountability and customer value, encouraging the team to challenge established thinking and continually raise the standard of Custome