Customer Success Manager

Overview

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. If you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

The Customer Success Manager (CSM) engages with customers from pre‑live through ongoing usage to ensure adoption, measurable ROI, and long‑term success. CSMs are seasoned, technically fluent professionals who exceed customer expectations, drive adoption of AI‑powered capabilities, improve customer experience, and support company growth. Assigned accounts may include high‑touch, enterprise customers with premium service packages requiring strategic guidance and technical understanding.

• Act as the single point of ownership for customer success across assigned accounts, coordinating NiCE CX resources as needed to deliver outcomes
• Develop and maintain strong, productive relationships with customers, holding regular success reviews to understand their contact centre operations, business goals, and success criteria
• Drive adoption and value realisation, including AI‑driven capabilities, by connecting NiCE CX technology to customer business outcomes and ROI
• Build trusted‑advisor relationships, demonstrating a strong understanding of Dutch business culture and customer expectations
• Partner with NiCE CX teams (Technical Support, Professional Services, Product, Engineering, etc.) to ensure issues, requests, and initiatives are progressing effectively and within SLA
• Demonstrate strong working knowledge of NiCE CX products and associated technologies, particularly those used by assigned customers
• Maintain currency in contact centre, AI, cloud, and digital customer experience technologies and trends
• Gain a deep understanding of each customer’s environment, identify success gaps and opportunities, and propose solutions that accelerate adoption and business impact
• Develop and deliver tailored presentations that articulate usage, adoption, realised benefits, ROI, opportunities, and next steps
• Proactively manage customer health, risks, and escalations, ensuring a consistently positive customer experience
• Support customers through go‑live and post‑go‑live phases, building confidence and momentum as they mature in their use of the platform
• Contribute to high customer satisfaction and Net Promoter Scores (NPS) across the assigned portfolio
• Travel up to 25–30% to support customer success activities

• Bachelor’s Degree in Computer Science, Business Information Systems, or similar field, or equivalent work experience
• 6+ years’ experience in Customer Success, Technical Account Management, Service Delivery, or similar customer‑facing roles within SaaS, telecommunications, or contact centre environments
• Strong ability to translate technical and AI‑driven capabilities into business value and outcomes
• Excellent analytical, problem‑solving, and customer engagement skills
• Proven experience managing multiple customer accounts simultaneously
• Excellent communication skills, both verbal and written
• Ability to work effectively in a fast‑paced, customer‑centric environment
• Proficient in Microsoft Office applications
• Able to work independently with minimal supervision
• Strong working knowledge of contact centre platforms, functionality, and design
• Experience balancing technical discussions while maintaining strong executive‑level business relationships

• Understanding of networking, VoIP, and contact centre infrastructure
• Knowledge of TCP/IP, SIP signalling, and telecommunications architecture
• Familiarity with databases, SQL concepts, or scripting fundamentals
• Experience with AI, analytics, automation, or digital CX technologies
• Analytical, inquisitive, service‑oriented mindset with a collaborative approach
• Dutch language skills (highly desirable but not essential)

Join an ever growing, market disrupting, global company where the teams work in a fast‑paced, collaborative, and creative environment. As the market leader, every day at NiCE is a chance to learn and grow, with internal opportunities across multiple roles, disciplines, domains, and locations.

If you are passionate about customer success, innovation, and driving real business outcomes, you may just be our next NiCEr.

Requisition
Reporting into:
Director, Customer Success
Role Type:
Individual Contributor.

EEO statement:
NiCE is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.