Product Customer Success Manager

Remote; San Francisco (CA); Remote; USD 90,000 - 130,000; Full time

Job summary

NiCE is seeking a Customer Success professional to ensure optimal deployment of ContactEngine, drive client value, and grow strategic accounts across North America and Europe. You will collaborate with client stakeholders and internal teams to align on measurable outcomes and expansion opportunities.

The role focuses on managing contracts, documenting requirements, and delivering value through data-driven insights and strong cross-functional collaboration.

Qualifications

• Undergraduate degree or relevant experience.
• Project delivery experience in IT or customer-facing environment.
• Process mapping and creating business requirements.
• Strong commercial awareness.
• Numerate and able to conduct data analysis using Excel or other tools.
• Relationship management experience.
• Great verbal and written communication skills.
• Experience of working in/with large corporates, navigating processes.

Responsibilities

• Understand the client contract in detail to ensure it is correctly fulfilled.
• Identify journeys that will achieve contract volumes and deliver value with CE capabilities.
• Maintain a strategic client success plan aligned to business drivers.
• Construct business cases for journeys to guide objectives and prioritization.
• Coordinate activities, inquiries and escalations with the client.
• Document and communicate technical configuration requirements clearly.
• Deliver high-quality technical and process architecture.
• Help customers adopt CE features and functionality.
• Identify and communicate growth opportunities.
• Monitor and communicate relevant metrics and value.
• Deliver quarterly business reviews internally and to clients.
• Provide guidance on technology, security and project delivery.

Skills

Undergraduate degree

Project delivery experience

Process mapping

Commercial awareness

Data analysis

Relationship management

Communication skills

Experience with large corporates

Education

Postgraduate degree in technical or business subject

Project management qualification

Experience creating business cases

Advanced data analysis tools

Language fluency

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.

Region: US, UK, PH

Location: Remote

Reports To: Manager, Product Customer Success

The Customer Success Team

With a presence in the USA, UK and Philippines, the Customer Success Team manages clients across North America and Europe, with the expectation of adding further clients in the APAC region. It is responsible for ensuring the client gains and exceeds the expected business benefits from their existing contract, and for creating a service environment where contract renewal naturally occurs and where contract expansion can be easily achieved.

Role Purpose

Ensure ContactEngine is deployed in the most effective way to drive the expected benefits and to work with client stakeholders and ContactEngine teams to enable the long-term growth of the account beyond the current contract horizon.

Key Responsibilities

• Understand the client contract in detail to ensure it is correctly fulfilled and issues are avoided.

• Identify journeys that will achieve the contract volumes, ensuring that the journeys provide. value to the client and leverage ContactEngine’s capabilities and differentiators.

• Maintain a strategic client success plan, building on their business drivers.

• Construct business cases for all journeys to guide objectives and prioritization.

• Co-ordinate all activities, enquiries and escalations with the client.

• Clearly document and communicate technical configuration requirements.

• Delivery of high quality technical and process architecture.

• Help customers understand and adopt relevant CE features and functionality.

• Identify and communicate growth opportunities.

• Monitor and effectively communicate metrics, performance and value.

• Deliver quarterly business reviews internally and to clients.

• Provide technical, customer experience, security and project delivery guidance.

• Develop operational client stakeholder relationships, becoming a partner and trusted advisor.

• Maintain effective relationships with pre-sales, professional services, and technology teams.

• Partner with the Account Executive.

Experience and Skills

• Undergraduate degree, or relevant experience.

• Project delivery experience in an IT or customer-facing environment

• Process mapping and creating business requirements.

• Strong commercial awareness

• Numerate and able to conduct data analysis using Excel or other common tools

• Relationship management experience

• Great verbal and written communication skills

• Exp of working in/with large corporates, navigating/managing processes

NICE to have

• Postgraduate degree in a technical or business subject

• Project mgt qualification

• Experience of creating business cases

• Experience of data analysis using advanced tools

• Fluency in another language

Attributes

• (Quickly connects with others and can adapt communication styles).

• Articulates technical information clearly and simply.

• Learns quickly

• Can use knowledge in new situations and contexts

• Has a curious and questioning approach.

• Takes accountability and ownership.

• Looks for continuous improvement opportunities.

• Solution-based thinking.

• Able to manage multiple client projects or workstreams concurrently.

• Able to operate under time and stakeholder pressure.