Customer Success Manager - Team Manager

Role Purpose

This is a leadership role responsible for managing and developing a high‑performing team of Customer Success Managers while guiding a group of Technical Account Managers through their evolution into proactive Customer Success roles.

In addition to leading the team, you will personally manage up to three strategic Enterprise customers to ensure you “live and breathe” the role, stay close to customer needs, and role-model excellence.

Your mission is to drive customer value, accelerate AI‑powered adoption, maximise ROI, and contribute significantly to NiCE’s growth and retention objectives.

Key Responsibilities

Your role includes, but is not restricted to, the below:

Team Leadership & People Development

• Lead, coach, and develop a team of CSMs to deliver proactive, value-driven Customer Success engagements.
• Support transitioning TAMs through structured onboarding, capability uplift, and maturity into full CSM responsibilities.
• Build a culture focused on ownership, customer-centricity, accountability, and continuous learning.
• Conduct regular 1:1s, performance management, coaching, workload prioritization, and day‑to‑day people leadership responsibilities
• Ensure consistent application of NiCE’s Customer Success methodologies, playbooks, and operating principles.

Strategic Customer Management

• Personally manage up to 3 enterprise, high-touch customers, ensuring deep engagement, AI adoption, and value realisation.
• Lead executive value reviews, roadmap discussions, and strategic business planning with assigned accounts.
• Act as a senior escalation point and executive sponsor where required.

Operational Excellence & Execution

• Establish and maintain strong operational rhythms across the team (weekly reviews, risk assessments, success plan audits).
• Ensure high-quality delivery of Success Plans, adoption strategies, AI capability enablement, and value presentations.
• Oversee customer lifecycle execution, ensuring consistency, excellence, and continuous improvement.
• Drive accurate forecasting of customer risk, expansion opportunities, and adoption maturity.

Cross-Functional Collaboration

• Partner with Product, Engineering, Support, Professional Services, and Sales to ensure seamless customer outcomes.
• Provide the “voice of the customer” and influence roadmap and prioritisation discussions.
• Work closely with Sales to support renewals, expansion, commercial planning, and joint account strategies.
• Collaborate with Partner organisations to align delivery across joint accounts.

Driving Adoption, AI Enablement & Customer Value

• Ensure the team actively drives adoption and business value through NiCE’s AI-powered capabilities.
• Guide CSMs in identifying success gaps, creating action plans, and accelerating time-to-value.
• Monitor customer health, sentiment, usage, and risk signals to ensure proactive intervention.

Scaling Programs, Processes & Methodologies

• Design, refine, and operationalise scalable Customer Success frameworks, including:
• Customer Success Plans
• Value Realisation frameworks
• AI Enablement blueprints
• EBR templates and governance
• Risk and escalation playbooks
• Ensure consistent, high-standard delivery across all customer engagements.

Data-Driven Leadership

• Analyse data to drive decision-making, identify trends, and prioritise team focus areas.
• Ensure CSMs maintain accurate documentation in CRM, success tools, and dashboards.
• Present insights, risks, and opportunities to senior leadership with clarity and confidence.

Customer Advocacy & Experience Improvement

• Champion end-to-end customer experience improvements, proposing optimisations to internal processes and customer touchpoints.
• Drive initiatives that enhance NPS, satisfaction, and long-term loyalty.
• Establish NiCE as a trusted strategic partner through credibility, consistency, and measurable value.

Customer Success Performance & Outcome Ownership

• Own and lead the regional NPS programme, ensuring structured follow-up, root‑cause analysis, and action planning to drive continual improvement in customer experience.
• Drive NRR (Net Revenue Retention) and GRR (Gross Revenue Retention) across the team through proactive health management, strong renewal readiness, value-led engagement, and early risk detection.
• Establish clear team metrics and dashboards for NRR, GRR, NPS, adoption progress, and customer health, ensuring team accountability against targets.
• Partner with Sales and Renewals to ensure renewal preparation, negotiation support, and expansion pipelines are tightly aligned and forecasted.

Qualifications & Experience

Required

• 8+ years in Customer Success, Technical Account Management, or Service Delivery within SaaS, cloud, telecommunications, or contact centre environments.
• 2–4+ years managing customer-facing teams.
• Proven experience influencing executives and handling complex enterprise accounts.
• Strong ability to translate technical and AI-driven capabilities into business value and operational outcomes.
• Excellent communication, leadership presence, and conflict resolution skills.
• Analytical mindset with strong documentation and reporting abilities.
• Proficiency with Microsoft Office and CRM/success platforms.

What’s in it for you?

• Opportunity to shape and scale a high-performing Customer Success organisation.
• Work alongside industry-leading experts in a dynamic, innovative, and fast-paced environment.
• Endless global career opportunities across multiple domains and disciplines.
• Access to cutting-edge AI products, methodologies, and learning resources.
• A culture built on ambition, collaboration, and continuous improvement.