Lead Customer Success Manager

Role Overview

The Lead Customer Success Manager will be responsible for managing multiple customer accounts, ensuring adoption, measurable ROI, and long-term success. They will work closely with customers to help them succeed in their business using NiCE technology and services, expand and optimize usage, act as a customer advocate and reference, and build long-term, loyal partnerships.

What You Will Do

The Lead Customer Success Manager will act as the single point of ownership for customer success across assigned accounts, coordinating NiCE CX resources as needed to deliver outcomes. They will develop and maintain strong, productive relationships with customers, drive adoption and value realization, and build trusted-advisor relationships.

Why It Might Be a Fit

The Lead Customer Success Manager will have an advantage if they have experience managing multiple customer accounts simultaneously, excellent analytical, problem-solving, and customer engagement skills, and a strong working knowledge of contact centre platforms, functionality, and design.

Requirements

• 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

Benefits

• Ever growing, market disrupting, global company
• Fast-paced, collaborative, and creative environment
• Endless internal career opportunities across multiple roles, disciplines, domains, and locations
• Market leader in AI, cloud, and digital