Senior Customer Success Manager

NiCE; United States; On-site; USD 120,000 - 160,000; Full time

Job summary

NiCE is seeking a Customer Success Manager to drive enterprise software outcomes and strategic ROI for Cognigy’s products. You will guide customers through implementation, identify needs, and coordinate solutions with cross-functional teams. The role reports to the Team Lead, CSM and requires strong executive communication.

Ideal candidates have 5+ years in software, CCaaS/AI experience, and travel up to 20% in the USA; you will design retention programs and help grow customer value and advocacy.

Qualifications

• 5+ years in software industry as a Customer Success Manager, driving measurable outcomes.
• Experience with CCaaS, AI or conversational AI is mandatory.
• Ability to articulate strategic business value to senior executives.

Responsibilities

• Guide customers in strategically utilizing Cognigy’s technology to maximize ROI.
• Identify customer needs through structured discovery and coordinate implementations.
• Provide assessments and advice through technical discussions highlighting value of features.
• Engage with enterprise executives to drive transformational change and advocate ROI.
• Define and track customer success metrics and report value delivered to customers and the business.
• Design and implement retention strategies, including executive business reviews and customized plans.
• Create compelling proposals and align them with customer goals; negotiate terms.
• Develop customer advocates via case studies, testimonials, and referrals.
• Collaborate with sales and technical teams to sustain loyalty and satisfaction.

Skills

CCaaS

AI/Conversational AI

Executive comms

Customer focus

CRM familiarity

Tools

CRM platforms

CS tools

Data analysis tools

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 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 opportunities for process optimization.
• A personal alignment with our company’s values and culture, contributing positively to our work environment.
• Motivated individual with a genuine interest in AI technology who is passionate about seeing AI used to generate business outcomes.

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!

About Cognigy

NiCE Cognigy delivers AI that works—fast, human, and enterprise-ready. As the leading AI-first CX platform built for real-world scale, we combine Generative and Conversational AI through orchestration, tools, and enterprise systems to power Agentic AI. Backed by global CX leader NiCE, we empower brands with AI Agents that redefine customer experiences and achieve measurable ROI—instantly, across every channel and in 100+ languages.

Requisition ID: 11581

Reporting into: Team Lead, CSM

Role Type: Individual Contributor

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.