Director, Customer Success

Director, Customer Success

(Enterprise & Regulated Markets)

What’s the role about?

At NiCE, customer success at scale means more than adoption, it means repeatable, customer focused outcomes across complex enterprise and regulated environments.

We are looking for a Director, Customer Success to design, lead, and embed the operating model that turns signed into successful. This role owns the frameworks, governance, and cross‑functional alignment that ensure customers and partners can consistently deploy, adopt, and realise value from NiCE’s Interaction Analytics, Workforce Management, and broader CX platform.

This is a senior role that sits at the intersection of Services, Partners, Delivery, and Product. You will operate comfortably as both:

• A strategic leader defining the success model, metrics, and cadence, and
• A hands‑on executive operator engaging in discovery, workshops, delivery governance, and senior customer and partner conversations when it matters most.

How you’ll make an impact

Own the success operating model

• Define and evolve NiCE’s EMEA enterprise customer success framework, covering onboarding, deployment readiness, time‑to‑value, adoption, and handover to value realisation.
• Establish clear implementation pathways across direct, partner‑led, and hybrid delivery models.
• Design and run the operating model for enterprise and regulated customers, including:

• Partner segmentation and role clarity
• Deployment readiness and standards
• Enablement pathways, playbooks, and delivery assets
• Work closely with GSIs, consultancies, niche delivery partners, and technology partners to reduce delivery risk and accelerate adoption.
• Own performance visibility, including scorecards, readiness indicators, delivery health, and adoption outcomes.

Drive success and adoption

• Establish value‑led success planning: outcomes mapping, stakeholder alignment, and measurable success criteria.
• Sponsor and facilitate executive‑level workshops, QBRs, and operating model sessions with customers and partners.
• Ensure tight feedback loops between  Product, Sales, Services, and Support to remove friction and improve outcomes.

Provide governance, cadence, and escalation

• Set the operational rhythm for enterprise success: planning cadence, exec reporting, and escalation paths.
• Act as a senior escalation point for complex accounts, delivery challenges, or partner misalignment.
• Ensure consistent execution discipline across regions and delivery models.

Influence growth and expansion

• Partner with sales and partner team to support pipeline and expansion motions, ensuring success and adoption underpin growth.
• Provide structured insight into adoption, readiness, and delivery risk to support informed commercial decisions.
• Represent the voice of the customer internally to influence roadmap, packaging, and go‑to‑market strategy.

What you’ll bring

Experience & background

• Extensive experience in Customer Success, Delivery, Consulting, or Partner‑led roles within enterprise SaaS, CX, analytics, or regulated technology environments.
• Proven experience designing and running customer success or partner operating models, not just managing accounts.
• Strong background working with enterprise and regulated customers, including complex stakeholders and governance.
• Demonstrated success supporting or enabling delivery and scale (GSIs, consultancies, resellers, delivery partners).

Leadership & execution

• Comfortable operating as a senior individual contributor (discovery, workshops, exec conversations).
• Equally strong as a leader, setting direction, defining metrics, establishing cadence, and driving accountability.
• Ability to navigate and influence matrixed, global organisations.

Commercial & analytical strength

• Strong commercial acumen, with experience supporting pipeline, expansion, and long‑term account value.
• Data‑driven mindset with the ability to build scorecards, dashboards, and performance visibility across adoption, readiness, and outcomes.

Communication & presence

• Executive‑level communication skills, able to engage credibly with customer, partner, and internal leadership.
• Able to translate complex platforms and data into clear, outcome‑focused narratives.

You’ll stand out if you also have

• Experience across multiple CX or contact‑centre platforms (Interaction Analytics, WFM, QM, Automation, etc.).
• Background in change management, operating model design, or enterprise transformation.
• Experience influencing product strategy through structured customer and partner feedback.
• Track record of building reusable success assets: playbooks, runbooks, reference architectures, and enablement programmes.

Why this role matters

This role is critical to ensuring NiCE can scale enterprise success without scaling friction — by making delivery readiness, partner execution, and adoption predictable and repeatable, not heroic.