Customer Success Manager • Senior

Who you are

You have over 5 years of experience in customer success or account management, particularly within the enterprise software sector — you've successfully guided customers through complex implementations and ensured they achieve their desired outcomes. Your expertise in customer engagement allows you to build strong relationships with enterprise executives, articulating the strategic business value of technology solutions. You are adept at identifying customer needs through structured discovery processes and can coordinate timely implementations of solutions that drive customer satisfaction and retention.

You possess a deep understanding of AI and innovative technology use cases — you can effectively communicate technical features and their impact on business outcomes. Your ability to influence top-tier decision-makers is complemented by your strong analytical skills, allowing you to define and track customer success metrics that align with business objectives. You thrive in a collaborative environment, working closely with cross-functional teams to streamline communication and enhance the customer experience.

Desirable

Experience with AI-driven solutions or familiarity with Cognigy’s technology would be a plus, as would a background in consulting or strategic advisory roles. You are comfortable navigating complex organizational structures and can adapt your communication style to suit different audiences, from technical teams to C-suite executives.

What you'll do

In this role, you will be responsible for ensuring that Cognigy’s customers feel supported throughout their journey with our products. You will leverage your extensive experience to guide customers in strategically utilizing our technology, enhancing the value of their investment. You will engage in detailed technical discussions, providing authoritative assessments and advice on our solutions. Your role will involve defining and tracking customer success metrics, ensuring that our customers achieve their expected outcomes and identifying opportunities for further expansion.

You will collaborate closely with the Director of Customer Success to maintain a balanced portfolio across the team, ensuring that communication is streamlined both internally and externally. Your ability to engage in high-level dialogue with enterprise executives will be crucial in articulating the strategic business value of our solutions and influencing transformational change within their organizations. You will also be responsible for coordinating the implementation of solutions, ensuring that customer needs are met in a timely manner.

What we offer

At NICE, we pride ourselves on fostering a culture of innovation and excellence. You will have the opportunity to work with a talented team of professionals who are committed to pushing the boundaries of what is possible. We offer competitive compensation and benefits, along with opportunities for professional growth and development. Join us and be part of a company that is dedicated to making a meaningful impact in the world of enterprise software solutions.