Director, Customer Success

NiCE; Atlanta (GA); Hybrid; USD 150,000 - 210,000; Full time

Benefits offered by this job

NICE-FLEX hybrid model

Global career opportunities

Job summary

NiCE in Atlanta seeks a strategic Director of Customer Success to lead the Technical Account Managers and Customer Success Managers, partnering with Support to maximize customer value and drive adoption of our SaaS platform in the Criminal Justice sector.

You will establish a comprehensive CS strategy, define KPIs, mentor a high-performing team, and collaborate with Product, Sales, and Support to ensure solutions meet client needs and deliver measurable outcomes.

Qualifications

• Bachelor’s degree in Business, Management, or related field; MBA preferred.
• 10+ years in customer success, value realization, or consulting within SaaS.
• Strong understanding of value metrics and ROI.
• Exceptional communication and presentation skills.
• Analytical mindset for interpreting data and turning insights.
• Customer-focused approach with passion for driving success.

Responsibilities

• Implementing and refining a comprehensive Customer Success strategy that aligns with company objectives and enhances customer satisfaction.
• Collaborating with customers to understand their goals, workflows and create value realization plans that drive adoption and consumption of services.
• Establishing and tracking KPIs to measure customer success and impact of our solutions.
• Leading and mentoring a team of Technical Account Managers and Customer Success Managers, based in Atlanta, GA.
• Building playbooks, SOPs, workflows and other tools to deliver Customer Success Services.
• Working closely with Support, Product Management, and Sales to ensure our solutions meet customer needs and drive value.
• Providing insights and best practices to internal teams and customers on maximizing product value.
• Developing and enhancing materials, workshops, and training programs for customers to drive adoption.
• Gathering customer feedback to inform product development and enhancements.
• Making recommendations on technology to support the Customer Success mission and KPIs.

Skills

Strategic leadership

Customer success leadership

SaaS experience

KPI/ROI analysis

Data-driven decision making

Stakeholder influence

Excellent communication

Education

Bachelor's degree in Business/Management

MBA preferred

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 seeking a strategic and results-driven Director of Customer Success to lead our Technical Account Managers and Customer Success Managers, working in close liaison with Support to maximize customer value, ensure successful outcomes for our clients, and drive application adoption and customer consumption. This role is key to helping customers achieve measurable business results through the effective use of our SaaS solutions to drive digital transformation in the Criminal Justice System.

How will you make an impact?

• Implementing and refining a comprehensive Customer Success strategy that aligns with company objectives and enhances customer satisfaction.
• Collaborating with customers to understand their operational goals, workflow processes and create tailored value realization plans that drive adoption and consumption of services
• Establishing and tracking key performance indicators (KPIs) to measure customer success and the impact of our solutions, focusing on operational improvement and speed in delivering criminal justice to victims and those accused
• Leading and mentoring a team of Technical Account Managers and Customer Success Managers, fostering a culture of excellence and continuous improvement based in Atlanta, GA
• Building playbooks, SOPs, workflows and other tools to deliver Customer Success Services
• Working closely with Support, Product Management, and Sales teams to ensure our solutions meet customer needs and drive value.
• Providing insights and best practices to both internal teams and customers on maximizing product value and addressing business challenges.
• Developing and enhancing materials, workshops, and training programs aimed at equipping customers to drive customer adoption and consumption and fully utilize our platform's capabilities.
• Gathering customer feedback to inform product development and enhancements, ensuring alignment with customer needs and industry trends.
• Making recommendations on what technology is required to support the Customer Success mission and KPIs

Have you got what it takes?

• Bachelor’s degree in Business, Management, or a related field; MBA preferred.
• 10+ years of experience in customer success, value realization, or consulting roles within a SaaS environment, with demonstrated leadership experience.
• Strong understanding of value metrics, ROI analysis, and customer business models.
• Exceptional communication and presentation skills, with a proven ability to engage and influence stakeholders at all levels.
• Analytical mindset with a knack for interpreting complex data and translating it into actionable insights.
• A customer-focused approach with a passion for driving success through innovation and service excellence.

What’s in it for you?

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

Enjoy NICE-FLEX!

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, 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,fight financial crimeand ensure public safety.Every day, NiCE software managesmore than120 million customer interactions and monitors3+billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

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.