Director of Customer Success & Adoption Strategy (Hybrid)

Nice Ltd.; Atlanta (GA); Híbrido; USD 160.000 - 210.000; Jornada completa

Descripción de la vacante

NiCE is seeking a Director of Customer Success to lead our Technical Account Managers and Customer Success Managers, working with Support to maximize customer value and drive adoption of our SaaS solutions in the Criminal Justice sector.

The role requires 10+ years in SaaS customer success, MBA preferred, strong leadership, KPI discipline, and the ability to build playbooks and training materials. This is based in Atlanta, GA, with innovative, high-impact work.

Formación

• Bachelor’s degree in Business, Management, or a related field; MBA preferred.
• Strong communication and presentation skills with the ability to influence stakeholders at all levels.
• Analytical mindset with the ability to translate data into actionable insights.

Responsabilidades

• Define and lead a comprehensive Customer Success strategy aligned with company objectives.
• Collaborate with customers to understand goals and create value realization plans that drive adoption.
• Establish and track KPIs to measure success and impact of our solutions.
• Lead and mentor Technical Account Managers and Customer Success Managers in Atlanta, GA.
• Build playbooks, SOPs, workflows, and tools to deliver Customer Success services.
• Partner with Support, Product Management, and Sales to ensure value delivery.
• Develop materials, workshops, and training to drive adoption of the platform.
• Capture customer feedback to inform product enhancements and roadmap.
• Recommend technology and tooling to support Customer Success KPIs.

Conocimientos

Leadership

Strategic planning

Communication

Data analysis

Educación

Bachelor’s degree in Business/Management

MBA preferred

Descripción del empleo

NiCE is seeking a Director of Customer Success to lead our Technical Account Managers and Customer Success Managers, working with Support to maximize customer value and drive adoption of our SaaS solutions in the Criminal Justice sector.

The role requires 10+ years in SaaS customer success, MBA preferred, strong leadership, KPI discipline, and the ability to build playbooks and training materials. This is based in Atlanta, GA, with innovative, high-impact work.