Remote opportunity at
NiCEDirector, Customer Success
NiCE is hiring a remote Director, Customer Success to lead a team of ten to fifteen Technical Account Managers. In this customer-facing position, the Director oversees…
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About This Role
NiCE is hiring a remote Director, Customer Success to lead a team of ten to fifteen Technical Account Managers. In this customer-facing position, the Director oversees post-sale outcomes, retention, and growth for major accounts using the company's cloud-native, artificial intelligence-powered platform. The role involves guiding a remote team, managing key performance indicators such as gross revenue retention and net promoter scores, and partnering with internal departments including sales, renewals, and…
Job Description
NiCE is hiring a remote Director, Customer Success to lead a team of ten to fifteen Technical Account Managers. In this customer-facing position, the Director oversees post-sale outcomes, retention, and growth for major accounts using the company's cloud-native, artificial intelligence-powered platform. The role involves guiding a remote team, managing key performance indicators such as gross revenue retention and net promoter scores, and partnering with internal departments including sales, renewals, and professional services. This opportunity suits an experienced customer success leader who can engage senior stakeholders and executive-level clients as a trusted advisor while steering business outcomes in a matrixed environment.
NICE Ltd. provides software products utilized by more than 25,000 global organizations, encompassing a majority of Fortune 100 corporations, to handle customer interactions, ensure public safety, and combat financial crime. Operating across more than thirty countries with a workforce exceeding 8,500 employees, the enterprise focuses on artificial intelligence, cloud solutions, and digital tools.
Responsibilities
- Manage and lead a team of managers and individual contributor Technical Account Managers through coaching, development goals, feedback, and performance management.
- Oversee gross revenue retention for the portfolio by tracking risks, maintaining weekly updates, and delivering accurate renewal forecasts.
- Handle portfolio customer satisfaction and personally direct action-plan discussions with clients following negative survey feedback.
- Encourage consumption, adoption, and value realization across the book of business while ensuring success plans feature clear goals and timelines.
- Build and sustain executive-level connections with major clients while escalating and resolving blockers or feedback.
- Determine account assignments and manage the operating cadence, performance reporting, and metric forecasting for key indicators.
- Travel up to 25 percent of the time.
Requirements
- Hold a bachelor degree in Business Information Systems or a related field, or possess equivalent work experience.
- Bring a minimum of 10 years of experience in customer success, technical account management, call or contact center operations, and service delivery.
- Demonstrate 10 years of enterprise Fortune 500 experience in customer success or service management.
- Possess at least 5 years of experience utilizing NiCE CXone or comparable platforms such as Genesys, Five9, Talkdesk, or Amazon Connect.
- Demonstrate 3 years of experience building high performance remote teams.
- Possess strong data fluency using metrics from tools like Salesforce and Gainsight to forecast retention and manage risk.
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, this role is listed as remote, though it does require up to 25 percent travel.
What is the employment type?
The posting specifies a full-time employment type.
What salary does this job offer?
The job posting does not specify the salary for this position.
How many years of experience are required?
Candidates must have 10+ years of experience in customer success, technical account management, contact center, or service delivery, including 10+ years of enterprise Fortune 500 experience, 5+ years with NiCE CXone or comparable platforms, and 3+ years building high-performance remote teams.
Sample Interview Questions
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