Principal Customer Success Manager

Role Overview

The Principal Customer Success Manager is the face of NiCE CX, responsible for building senior relationships with customers and partners, and owning the success of high-value accounts. They will work closely with Sales, Delivery, Product, and other teams to ensure the customer’s priorities and expectations are met. The role requires strong communication skills, commercial acumen, and the ability to adapt to different audiences and situations.

What You Will Do

The Principal Customer Success Manager will be responsible for delivering high-value customer outcomes, influencing programme delivery and governance, and building relationships with senior stakeholders. They will also be responsible for translating technical information into language that customers and partners can understand, and for spotting risk and opportunity early.

Why It Might Be a Fit

The ideal candidate will have a track record of thriving in high-pressure customer relationships, significant experience in customer success or account management, and a strong personality that people remember and trust. They will also have a genuine comfort with technology, sharp commercial instincts, and the ability to operate independently and make judgement calls.

Requirements

• A track record of genuinely thriving in high-pressure, high-visibility customer or partner relationships
• Significant experience in customer success, account management, or a similarly senior customer-facing role
• A strong, magnetic personality
• Genuine comfort with technology and a real appetite for learning new tools and capabilities
• Sharp commercial instincts, with the ability to balance customer advocacy against commercial reality
• The confidence to operate independently, make judgement calls, and take ownership when things get complicated
• Outstanding communication skills – written, verbal, and, most importantly, in the room
• Experience managing multiple senior stakeholder relationships at once, without losing quality anywhere
• A genuinely collaborative approach – you know when to lead and when to bring in the specialists who make the outcome happen

Benefits

• Competitive salary
• Opportunities for career growth and development
• A dynamic and innovative work environment
• A chance to work with a market-disrupting, global company
• A range of benefits, including health insurance, pension scheme, and life assurance