Strategic Enterprise AI Customer Success Manager

NiCE; United States; Hybrid; USD 90,000 - 140,000; Full time

Job summary

NiCE is seeking a Customer Success Manager to guide Cognigy’s customers through their deployment, ensuring outcomes are delivered and expansion achieved. You’ll report to the Director of Customer Success and coordinate across the CS team and wider company.

You will leverage enterprise software experience to drive AI use cases, conduct discovery, discuss ROI with executives, define success metrics, and design retention strategies.

Qualifications

• 5+ years in software as a Customer Success Manager with measurable outcomes.
• Experience with CCaaS, AI, or conversational AI is required.
• Ability to articulate business value to executives and align ROI objectives.
• Strong communication skills, both written and oral, and the ability to build relationships.

Responsibilities

• Guide customers through Cognigy product implementation and ROI realization.
• Coordinate discovery processes and ensure timely delivery of solutions.
• Provide strategic guidance and high-level technical discussions with stakeholders.
• Drive renewals and expansion through executive business reviews and tailored engagement plans.
• Collaborate with sales and technical teams to maximize customer value.

Skills

CCaaS/AI

Executive communication

Enterprise software

CRM platforms

Data analysis

Travel readiness

Tools

CRM tools

Job description

NiCE is seeking a Customer Success Manager to guide Cognigy’s customers through their deployment, ensuring outcomes are delivered and expansion achieved. You’ll report to the Director of Customer Success and coordinate across the CS team and wider company.

You will leverage enterprise software experience to drive AI use cases, conduct discovery, discuss ROI with executives, define success metrics, and design retention strategies.