Strategic CS Director: AI Adoption & Enterprise Growth

NiCE; United States; On-site; USD 180,000 - 280,000; Full time

Job summary

NiCE is seeking a Director of Customer Success to lead strategic account engagement across a portfolio of top-tier enterprise clients. You will drive measurable value, accelerate cloud-native AI platform adoption, and act as a trusted advisor to C-level stakeholders while orchestrating cross-functional teams to deliver exceptional service and tangible results.

You will oversee post-sale lifecycle, renewals, and expansion, manage a portfolio with substantial ARR, and partner with Sales, PS, and

Qualifications

• Bachelor’s degree in Business or IT required; MBA preferred.
• 10+ years of experience in Customer Success, Account Management, or Professional Services within SaaS or CCaaS.
• 5+ years of experience with NiCE CXone or comparable platforms (Genesys, Five9, Talkdesk, etc.).
• Proven success managing large, strategic enterprise clients with global footprints.

Responsibilities

• Lead strategic account engagement across top-tier enterprise clients.
• Drive adoption of AI features and platform value realization.
• Coordinate cross-functional teams to deliver services and outcomes.
• Perform Executive Business Reviews and establish measurable success plans.

Skills

Customer success leadership

Executive relationship management

AI & automation adoption

Strategic account planning

Education

Bachelor's degree

MBA preferred

Tools

NiCE CXone

Salesforce

Analytics tools

Job description

NiCE is seeking a Director of Customer Success to lead strategic account engagement across a portfolio of top-tier enterprise clients. You will drive measurable value, accelerate cloud-native AI platform adoption, and act as a trusted advisor to C-level stakeholders while orchestrating cross-functional teams to deliver exceptional service and tangible results.

You will oversee post-sale lifecycle, renewals, and expansion, manage a portfolio with substantial ARR, and partner with Sales, PS, and