Customer Success Manager – Enterprise (Data-Driven)

NiCE is a leading AI-first CX platform that empowers brands with AI Agents to redefine customer experiences. The Customer Success Manager for Enterprise will partner with strategic clients to ensure they achieve measurable business value from their investment in Proactive AI Agent, focusing on data analysis and customer engagement to drive outcomes.

Responsibilities:

• Own a book of enterprise and strategic customers, ensuring contract value is realized and renewal risk is proactively managed
• Analyze customer, journey, and operational data to identify trends, risks, and opportunities
• Translate data into clear, executive-ready insights and recommendations
• Build and maintain customer success plans aligned to business outcomes and KPIs
• Partner with customers to define, prioritize, and evolve AI-driven journeys that deliver measurable value
• Gather and document customer business and technical requirements, and create customer-specific technical specification documents (defining scope, data inputs, logic/flows, dependencies, and success criteria) to guide implementation and delivery
• Design and evolve customer journeys that leverage GenAI-based capabilities, including defining use cases, guardrails, escalation logic, and success criteria, and reflecting these requirements in technical specifications
• Lead Quarterly Business Reviews, presenting performance, insights, and next-step recommendations
• Coordinate cross-functional delivery with Professional Services, Product, and Sales
• Support renewal and expansion conversations with data-backed business cases
• Act as a trusted advisor to senior client stakeholders, balancing strategic guidance with execution

Requirements:

• Managed post-sale customer relationships for enterprise or strategic accounts
• Owned customer outcomes, not just implementations or tickets
• Used data analysis to guide customer decisions and executive conversations
• Participated in renewals, expansions, or commercial planning
• Presented insights and recommendations directly to customer stakeholders
• Bachelor's degree
• Experience managing complex, customer-facing projects
• Experience creating customer-facing or internal technical specifications or requirements documentation in support of implementations
• Strong analytical skills; comfortable working with raw or imperfect data in Excel or similar tools
• Ability to explain data-driven insights clearly to non-technical audiences
• Experience working with large, process-driven organizations
• Strong communication and stakeholder management skills
• Commercial awareness and comfort supporting renewal and expansion motions
• Experience in SaaS, AI, CX environments
• Experience delivering or supporting executive-level business reviews
• Experience designing or supporting customer journeys that leverage GenAI or large language model–based capabilities, including defining prompts, constraints, and fallback behaviors
• Formal project management training or certification (e.g., PMP), applied in a customer-facing delivery or success role