Senior Enterprise CSM — AI & CCaaS Solutions

Nice-0a1ef543; United States; Remote; USD 120,000 - 165,000; Full time

Job summary

NiCE Cognigy seeks a Customer Success Manager to guide enterprise customers through Cognigy implementations, ensuring outcomes and expansion opportunities are realized. You will partner with executives to drive strategic value and ROI.

With 5+ years in software, you will leverage CCaaS, AI, and CRM tools to optimize adoption, retention, and advocacy while coordinating cross-functional teams across the organization.

Qualifications

• 5+ years in software industry as a Customer Success Manager with measurable outcomes.
• Must have CCaaS, AI or conversational AI experience.
• Ability to guide customers in ROI-driven objectives and strategic value for the software industry.
• Excellent written and oral communication; ability to build rapport with customers.

Responsibilities

• Guide customers in strategically utilizing Cognigy’s technology to enhance value and ROI.
• Identify customer needs via discovery and coordinate timely implementations.
• Provide assessments and discuss technical features with customers to show impact and value.
• Engage with enterprise executives to articulate strategic business value and influence decisions.
• Define and track customer success metrics and report value delivered.
• Design retention strategies and executive reviews to minimize churn.
• Craft sales proposals aligned with customer goals and negotiate terms.
• Foster customer advocates through case studies and referrals.
• Collaborate with sales and technical teams to drive loyalty and satisfaction.

Skills

CCaaS / AI / Conversational AI

CRM platforms

Data analysis

Executive communication

Travel readiness

Tools

CRM tools

Job description

NiCE Cognigy seeks a Customer Success Manager to guide enterprise customers through Cognigy implementations, ensuring outcomes and expansion opportunities are realized. You will partner with executives to drive strategic value and ROI.

With 5+ years in software, you will leverage CCaaS, AI, and CRM tools to optimize adoption, retention, and advocacy while coordinating cross-functional teams across the organization.