Customer Success Manager

NiCE Ltd. is a global leader in software solutions that enhance customer experiences and ensure public safety. The Customer Success Manager will engage with customers to drive adoption of NiCE technology, ensuring measurable ROI and long-term success while managing multiple high-complexity accounts.

Responsibilities:

• Act as the single point of ownership for customer success across assigned accounts, coordinating NiCE CX resources as needed to deliver outcomes
• Develop and maintain strong, productive relationships with customers, holding regular success reviews to understand their contact centre operations, business goals, and success criteria
• Drive adoption and value realisation, including AI‑driven capabilities, by connecting NiCE CX technology to customer business outcomes and ROI
• Build trusted‑advisor relationships, demonstrating a strong understanding of Dutch business culture and customer expectations
• Partner with NiCE CX teams (Technical Support, Professional Services, Product, Engineering, etc.) to ensure issues, requests, and initiatives are progressing effectively and within SLA
• Demonstrate strong working knowledge of NiCE CX products and associated technologies, particularly those used by assigned customers
• Maintain currency in contact centre, AI, cloud, and digital customer experience technologies and trends
• Gain a deep understanding of each customer’s environment, identify success gaps and opportunities, and propose solutions that accelerate adoption and business impact
• Develop and deliver tailored presentations that articulate usage, adoption, realised benefits, ROI, opportunities, and next steps
• Proactively manage customer health, risks, and escalations, ensuring a consistently positive customer experience
• Support customers through go‑live and post‑go‑live phases, building confidence and momentum as they mature in their use of the platform
• Contribute to high customer satisfaction and Net Promoter Scores (NPS) across the assigned portfolio
• Travel up to 25–30%, to support customer success activities