Director, Customer Success

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

The Director, Customer Success is accountable for leading a Technical Account Management (TAM) organization, which is responsible for the retention and health of some of NiCE’s largest, most strategic customers by delivering strong post-sale outcomes. Your mission: deliver measurable value, accelerate adoption of our cloud-native, AI powered platform and drive long-term customer success, retention and growth.

Leading a team of 10-15 TAMs, the Director enables the team achieve their goals of consumption and adoption, Gross Revenue Retention (GRR), and NPS, while contributing to ARR growth shared with Sales, as well as industry-leading customer satisfaction, reference-ability, and retention.

This is a customer-facing position chartered with engaging customer executives and senior stakeholders as a trusted strategic advisor. The Director will be responsible for both technical and business outcomes including managing customer expectations and satisfaction, coaching and mentoring TAMs, coordinating inter-departmental activities within NiCE (Sales, Renewals, Professional Services, Support, Product, and Billing), ensuring account data in Salesforce and Gainsight is reliable and current, and other tasks related to the success of the team and its customers.

• Provide leadership to your TAM organization, including managers and individual contributors, through coaching, feedback, development goals, and performance management
• Own the retention outcome (GRR) for the TAM portfolio: ensure risks are identified early and tracked in Salesforce/Gainsight with a documented path to save and at least weekly updates; ensure TAMs deliver accurate renewal and compression risk forecasts and proactively trigger renewal engagement; and partner with Renewal Managers (RAMs), who own renewal negotiation and execution
• Own customer satisfaction (NPS) for the portfolio, personally leading the action-plan discussion with the client where poor responses are received
• Drive consumption, adoption, and value realization across the book of business, ensuring TAMs are equipped with adoption data, solution knowledge, and the required certifications.
• Enable TAMs to develop and execute strategic success plans in partnership with our clients with clear goals, timelines, and success criteria.
• Build and maintain executive-level relationships with key customers
• Escalate, resolve, and communicate client risks, blockers, and feedback to relevant NiCE stakeholders.
• Manage the assignment of accounts within your book of business
• Own operating cadence, performance reporting, and forecasting for the organization’s KPIs (consumption/adoption, GRR, NPS, and shared ARR growth), reporting results to executive leadership
• This position requires travel (up to 25%)

• Bachelor’s degree in Business Information Systems or related field or equivalent work experience required.
• 10+ years experience in customer success, technical account management, call/contact center and/or service delivery
• 10+ years of Enterprise (Fortune 500) experience in Customer Success or Service Management
• 5+ years of experience with NiCE CXone or comparable platforms (Genesys, Five9, Talkdesk, Amazon Connect etc.).
• 3+ years experience in building high performance remote teams
• Strong executive presence and a proven ability to build multi-threaded, executive-level relationships and to lead difficult conversations and…