Senior Product CS Manager — Remote, Drive Customer Growth

NICE

United States

Remote

GBP 70,000 - 100,000

Full time

4 days ago

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Job summary

NiCE is seeking a Senior Product Customer Success Manager to drive account growth across US/UK with a focus on client success, API integrations, and strategic planning. You will collaborate with sales, professional services and tech teams to expand contracts and renewals.

The role emphasizes coaching junior CSMs, delivering complex integrations, and building long-term customer value in a global remote setup.

Qualifications

Experience in client account/relationship management or customer success.
Proven experience in technical and customer-facing project delivery, including API integrations.
Experience managing programs or multi-threaded projects.
Experience in account renewals/upsells/cross-sells.
Significant experience in business analysis and creating business requirements.
Creation of business cases for initiatives and projects and selling those to stakeholders.
Significant experience in data analysis using Excel or other tools.
Excellent verbal and written communication skills.
Experience of working in/with large corporates, navigating processes.
Postgraduate degree in a technical or business subject.
Experience in data analysis using advanced tools.
Fluency in another language.

Responsibilities

Manage multiple accounts/workstreams in a small portfolio.
Deliver complex technical integrations and projects.
Understand clients’ contracts and interpret these to create win-win outcomes.
Maintain a strategic success plan for each client based on business drivers.
Develop operational client stakeholder relationships and act as trusted advisor.
Help customers understand and adopt CE features and functionality.
Construct and validate business cases.
Deliver quarterly business reviews for internal and client audiences.
Monitor and communicate metrics, performance and value.
Coach and train CSMs and support escalation handling.