Senior Product Customer Success Lead Remote Growth

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

Job summary

NiCE is seeking a Senior Product Customer Success Manager to lead strategic account growth across North America and Europe. You will manage multiple client portfolios, deliver complex integrations, and drive renewal and expansion opportunities.

The role reports to the Manager, Product Customer Success and supports coaching of junior CSMs while partnering with sales, professional services, and technology teams to maximize client value.

Qualifications

• Requires proven experience in client account/relationship management or customer success.
• Experience delivering technical and customer-facing projects, including API integrations.
• Strong ability to manage programs or multi-threaded projects and renewals/upsells/cross-sells.
• Excellent data analysis and business case development skills.
• Great verbal and written communication and stakeholder management skills.

Responsibilities

• Manage multiple accounts/workstreams in a small portfolio.
• Deliver complex technical integrations and projects.
• Interpret client contracts to create win-win outcomes.
• Maintain a strategic success plan for each client.
• Develop client relationships as a trusted advisor.
• Help customers understand and adopt CE features and functionality.
• Construct and validate business cases and run quarterly reviews.

Skills

Client relationships

Project delivery

Business analysis

Data analysis

Communication

Stakeholder management

Cross-functional collaboration

Education

Bachelor's degree

Tools

API integrations

Excel

Job description

NiCE is seeking a Senior Product Customer Success Manager to lead strategic account growth across North America and Europe. You will manage multiple client portfolios, deliver complex integrations, and drive renewal and expansion opportunities.

The role reports to the Manager, Product Customer Success and supports coaching of junior CSMs while partnering with sales, professional services, and technology teams to maximize client value.