Remote opportunity at
NiCESenior Product Customer Success Manager
NiCE is hiring a Senior Product Customer Success Manager to work remotely within the United States or the United Kingdom. In this role, the selected candidate…
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About This Role
NiCE is hiring a Senior Product Customer Success Manager to work remotely within the United States or the United Kingdom. In this role, the selected candidate will report directly to the Manager, Product Customer Success. The individual will oversee a specific portfolio of accounts and workstreams, manage complex technical integrations, drive account growth, and ensure clients achieve the expected business benefits from their contracts. Additionally, the position involves supporting leadership…
Job Description
NiCE is hiring a Senior Product Customer Success Manager to work remotely within the United States or the United Kingdom. In this role, the selected candidate will report directly to the Manager, Product Customer Success. The individual will oversee a specific portfolio of accounts and workstreams, manage complex technical integrations, drive account growth, and ensure clients achieve the expected business benefits from their contracts. Additionally, the position involves supporting leadership by mentoring junior and newer team members, reviewing deliverables for quality assurance, and serving as the primary point of contact for escalations.
This position is suited for professionals who possess strong commercial awareness, technical expertise, and experience in managing client relationships within large corporate environments. The candidate will work closely with internal sales, professional services, and technology teams while helping customers adopt relevant product features, build business cases, and navigate operational strategies.
NiCE Ltd. is a global software organization recognized for innovations in cloud, digital, and artificial intelligence technologies. Serving over 25,000 businesses globally—including a vast majority of Fortune 100 enterprises—NiCE software solutions assist organizations in managing public safety, combating financial crime, and delivering exceptional customer experiences. The enterprise employs over 8,500 personnel across more than 30 countries and operates as an equal opportunity employer.
Responsibilities
- Manage a designated portfolio consisting of multiple accounts and workstreams
- Oversee and deliver complex technical integrations and projects
- Maintain strategic success plans tailored to individual business drivers
- Foster operational relationships with stakeholders to act as a trusted advisor
- Guide customers through the adoption of relevant product features and functionalities
- Construct and validate business cases
- Deliver quarterly business reviews internally and directly to clients
- Monitor and communicate performance metrics and generated value
- Coach, train, and provide day-to-day direction to customer success managers
- Perform quality assurance reviews on team deliverables
- Act as the initial escalation point to assist colleagues with client issues
- Collaborate cross-functionally with sales, professional services, and technology divisions
- Identify and pursue account growth opportunities
- Provide guidance related to technical execution, customer experience, security, and project delivery
Requirements
- Hold an undergraduate degree
- Demonstrate professional experience in client account management, relationship management, or customer success
- Show proven background in technical and customer-facing project delivery, including API integrations
- Possess experience managing programs or multi-threaded projects
- Demonstrate experience handling account renewals, upsells, and cross-sells
- Exhibit substantial background in business analysis and the creation of business requirements
- Display strong commercial awareness and the ability to craft and sell business cases
- Have significant experience performing data analysis using Excel or similar tools
- Possess strong verbal and written communication skills
- Bring experience working within or alongside large corporate entities and navigating complex processes
Qualifications
- Possess a postgraduate degree in a technical or business subject
- Hold a project management qualification
- Demonstrate experience conducting data analysis using advanced tools
- Exhibit fluency in an additional language
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, the posting explicitly lists the remote status as remote, with regional requirements for the US or UK.
What is the employment type?
The position is listed as full-time employment.
What salary is offered for this role?
The source posting does not specify a salary.
Who does this role report to?
The Senior Product Customer Success Manager reports to the Manager, Product Customer Success.
Sample Interview Questions
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