Senior Customer Success Manager

NICE; United States; Remote; USD 120,000 - 170,000; Full time

Job summary

NiCE is seeking a Customer Success Manager to guide enterprise customers through Cognigy’s AI-powered solutions. You will partner with sales, engineering, and customers to ensure adoption, ROI, and renewal, while expanding footprint across accounts.

You will lead executive business reviews, define success metrics, and craft tailored engagement plans to minimize churn. Travel up to 20% in the USA may be required.

Qualifications

• 5+ years in software as a Customer Success Manager with measurable outcomes.
• CCaaS, AI or conversational AI a MUST.
• Ability to articulate strategic business value to executives.
• Experience with CRM and data analysis to track value-driving activities.
• Willingness to travel up to 20% in the USA.

Responsibilities

• Guide enterprise customers in using Cognigy’s AI solutions to maximize ROI and value.
• Identify customer needs through structured discovery and coordinate solution implementation.
• Engage with executives to discuss strategic business value and influence decisions.
• Define and track customer success metrics and report on value delivered.
• Design retention strategies and executive business reviews to minimize churn.
• Collaborate with sales and tech teams to drive loyalty and growth.

Skills

CCaaS

AI

Conversational AI

Customer success

CRM

Tools

CRM platforms

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.