Manager, Customer Success

The Manager, Customer Success is responsible for leading a team that delivers world-class business and technical account management to NICE’s clients. This position focuses on coaching, developing, and managing an in-house and remote team of Technical Account Managers to drive customer satisfaction, retention, and successful product adoption. The Manager works closely with cross-functional teams to ensure customer outcomes are achieved, while providing a strong focus on day-to-day execution, operational excellence, and continuous improvement. 

The Manager, Customer Success contributes to the following organizational metrics: 

• Net Promoter Score (NPS) 

• Net Revenue Retention (NRR) 

• Customer Retention 

• Reference ability 

• Achievement of customers' business objectives 

• Customer health scores 

• Support of sales upsell, cross-sell, and renewal initiatives 

 

JOB ROLE OVERVIEW 

• Lead and manage a regional or functional team of Technical Account Managers to deliver exceptional service and support to customers. 

• Collaborate closely with Professional Services, Technical Support, and other customer-facing teams to ensure customer satisfaction and successful solution delivery 

• Partner with senior Customer Success leadership to execute retention and renewal strategies that meet or exceed defined targets. 

• Work with Sales to identify expansion opportunities and support product adoption within the existing customer base. 

• Monitor customer health, drive proactive engagement, and ensure timely resolution of customer issues or escalations. 

• Support the onboarding, enablement, and professional growth of team members through coaching, feedback, and regular one-on-one meetings. 

• Oversee account assignments, workload balancing, and performance metrics across the Customer Success team. 

• Identify opportunities for process improvement and operational efficiency within the team’s scope. 

• Maintain strong working knowledge of NICE products and competitive solutions to effectively position value to customers. 

• Support the Customer Success team in identifying areas where customers can derive greater value from their NICE investments. 

• Participate in the recruitment and onboarding of new team members. 

• Ensure customer communication is professional, timely, and aligned with NICE standards. 

• This position may require travelling as needed.  

• Adhere to the company Code of Ethics and NICE policies and procedures. 

 

FINANCIAL RESPONSIBILITY 

• Support financial objectives by managing team expenses and ensuring billing practices are followed in alignment with company policies. 

• Ensuring proper billing practices for NICE's technology customers  

• Review and validate account credits and adjustments as appropriate. 

• Contribute to forecasting and planning discussions within the Customer Success organization. 

 

JOB-RELATED SKILLS AND EXPERIENCE 

• Bachelor’s Degree preferred or equivalent work experience required. 

• 8+ years of professional experience in customer service, contact center, and/or B2B technology environments. 

• 3+ years of people management experience, including coaching and developing high-performing teams. 

• Experience leading remote or distributed teams is an advantage. 

• Strong communication and presentation skills with the ability to influence both internal and external stakeholders. 

• Analytical and results-oriented, with a strong focus on team collaboration and customer outcomes. 

• Service-oriented mindset with a proactive and professional demeanor.