Director, Customer Success

Responsibilities

• Implementing and refining a comprehensive Customer Success strategy that aligns with company objectives and enhances customer satisfaction.
• Building playbooks, SOPs, workflows and other tools to deliver Customer Success Services
• Working closely with Support, Product Management, and Sales teams to ensure our solutions meet customer needs and drive value.
• Providing insights and best practices to both internal teams and customers on maximizing product value and addressing business challenges.
• Developing and enhancing materials, workshops, and training programs aimed at equipping customers to drive customer adoption and consumption and fully utilize our platform's capabilities.
• Gathering customer feedback to inform product development and enhancements, ensuring alignment with customer needs and industry trends.
• Making recommendations on what technology is required to support the Customer Success mission and KPIs

Requirements

• 10+ years of experience in customer success, value realization, or consulting roles within a SaaS environment, with demonstrated leadership experience.
• Strong understanding of value metrics, ROI analysis, and customer business models.
• Exceptional communication and presentation skills, with a proven ability to engage and influence stakeholders at all levels.
• Analytical mindset with a knack for interpreting complex data and translating it into actionable insights.

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

Enjoy NICE-FLEX!

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be 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.