Senior Customer Success Manager

Meyandy LLC; Northern (KY); Hybrid; USD 110,000 - 150,000; Full time

Job summary

NiCE is seeking a Senior Customer Success Manager to ensure enterprise customers feel supported throughout Cognigy product implementations, delivering outcomes and driving expansion. You will partner with the Director of Customer Success to balance a high‑value portfolio and align efforts across the organization.

You will engage with C‑level executives, articulate strategic business value, design retention plans, coordinate cross‑functional teams, and advocate for adoption and referrals while

Qualifications

• At least 5 years as a Customer Success Manager in software.
• Proven ability to drive retention, adoption, and ROI.
• Excellent communication and executive engagement skills.

Responsibilities

• Guide customers through enterprise software deployments and outcomes.
• Identify needs, coordinate solutions, and ensure timely delivery.
• Engage with executives to articulate business value and drive expansion.
• Collaborate with sales and technical teams to boost loyalty and reduce churn.
• Develop retention strategies and executive business reviews.
• Encourage customer advocacy through case studies and referrals.

Skills

CCaaS/AI experience

Executive engagement

Enterprise software

Customer success metrics

ROI-focused thinking

Tools

CRM platforms

CS tools

Data analysis software

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?

The Senior Customer Success Manager is required to ensure Cognigy’s customers feel they are supported and guided through their journey with implementing Cognigy’s products and to ensure their expected outcomes are delivered with further expansion also achieved. The role serves the Director Customer Success to maintain a balanced portfolio across the CS team, and the wider company is served to streamline communication externally.

How will you make an impact?

• Leverage your extensive experience with enterprise software solutions to guide customers in strategically utilizing Cognigy's technology, thereby enhancing the value of their investment through innovative AI use cases.
• Expertly identify customer needs through structured discovery processes and ensure the timely coordination and implementation of solutions.
• Provide authoritative assessments and advice on our solutions, engaging in detailed technical discussions to elucidate the impact and value of technical features.
• A master in the art of high-level dialogue as you engage directly with enterprise executives, articulating the strategic business value of our solutions and influencing top-tier decision-makers to drive transformational change within their organizations.
• Define and track customer success metrics, using data to inform strategies and report on the value delivered to the customer and the business.
• Design and implement effective customer retention strategies, including regular executive business reviews and customized engagement plans to minimize churn.
• Craft compelling sales proposals for products and services, strategically aligning them with customer goals and negotiating terms that benefit both the customer and our company.
• Encourage and facilitate the development of customer advocates through case studies, testimonials, and referrals, contributing to the company's market reputation and growth.
• Work in close synergy with sales and technical teams to drive customer loyalty and satisfaction, ensuring a cohesive approach to long‑term customer success.

Have you got what it takes?

• At least 5 years of experience in the software industry as a Customer Success Manager, with a proven track record of driving measurable business outcomes for customers, such as increased retention rates and product adoption.
• CCaaS, AI or conversational AI a MUST.
• A deep understanding of what constitutes strategic business value in the software industry, including familiarity with industry benchmarks and the ability to guide customers in setting and achieving ROI-driven objectives
• Exceptional communication skills, both written and oral, with the ability to articulate complex solutions clearly to customers. Must be adept at building rapport and fostering collaborative relationships.
• Empathetic to customer needs with the ability to employ a user‑centric approach to ensure seamless customer experience.
• An analytical and structured approach to problem‑solving, with experience using CRM platforms, Customer Success tools and data analysis software to prioritize and track value‑driving activities.
• Openness to travel up to 20% of the time within he USA
• A robust understanding of business and IT processes, particularly SaaS models, with a keen eye for identifying oppo… Senior Customer Success Manager — nice.