Key skills
Customer SuccessOperational ExcellenceExecutive LeadershipTeam LeadershipB2B Technology ExperienceCustomer AdvocacySaaS ExperienceContact Center TechnologiesFinancial AccountabilityStrategic LeadershipCommunication SkillsCross Functional CollaborationCRSaaSLeadershipSales
About this role
NiCE is a leading software company known for its innovative solutions in customer experience and financial crime prevention. They are seeking a visionary Vice President of Customer Success & Services to oversee customer success and services in the Americas, focusing on driving customer retention, solution adoption, and leading high-performing teams.
Responsibilities:
- Define and execute the regional vision for Customer Success and Services, aligned with global business priorities
- Drive innovation and transformation across engagement, delivery, and support models
- Implement scalable processes and frameworks to improve team efficiency and customer outcomes
- Monitor and enhance key performance indicators, including:
- Net Promoter Score (NPS)
- Customer Satisfaction (CSAT)
- Solution Adoption
- Customer Retention
- Referenceability
- Time to Revenue
- Revenue Growth
- Serve as an executive sponsor for customers in the region, acting as a trusted advisor to C-level stakeholders
- Champion customer needs internally to influence product development and service enhancements
- Partner with Sales, Product, Platform Operations and R&D teams to deliver seamless customer experiences and drive business outcomes
- Build, mentor, and inspire a high-performing, customer-centric organization
- Foster a culture of accountability, innovation, and continuous improvement
- Oversee renewal practices and ensure alignment with revenue growth targets
Requirements:
- Bachelor's degree in Business, Finance, Technology or related field (or equivalent experience)
- 20+ years of experience in customer success, contact centers, or B2B technology
- 10+ years of experience leading large, high-performance teams
- Proven success managing relationships with Fortune 500 brands
- Strong understanding of customer success and services KPIs, with a track record of driving measurable improvements
- Ability to communicate complex software concepts to enterprise-level executives
- Ability to travel domestically
- Master's degree in Business, Finance, or related field
- Highly preferred, Executive leadership experience in a SaaS company
- Familiarity with contact center technologies, CCaaS, premise-to-cloud migrations, or enterprise software support