Senior Customer Success Manager

NiCE is a leading software provider known for delivering extraordinary customer experiences and is seeking a Senior Customer Success Manager to drive the adoption of their Workforce Engagement Management suite. This role involves acting as a trusted advisor to clients, developing structured adoption programs, and collaborating with internal teams to ensure clients maximize their investment in WEM products.

Responsibilities:

• Own a portfolio of WEM accounts (IEX WFM, CXone WFM, EEM, ESP) and drive structured adoption programs aligned to each client's operational goals
• Develop and maintain Solution Adoption Plans (SAPs) that track feature utilization, identify gaps, and define measurable success milestones
• Lead regular cadences, including QBRs and adoption reviews, to assess progress, surface risk, and communicate value to client stakeholders
• Serve as a subject matter expert across WFM and EEM workflows, including scheduling optimization, intraday management, adherence monitoring, and employee self-scheduling
• Identify expansion and upsell opportunities by aligning underutilized product capabilities to client pain points
• Partner with the TAM community as a center-of-excellence resource, providing enablement, escalation support, and best-practice guidance on WEM account management
• Contribute to TAM enablement programs, developing playbooks, training materials, and account frameworks that scale adoption knowledge across the team
• Collaborate with Product, Support, and Professional Services teams to resolve adoption blockers, share client feedback, and influence roadmap priorities
• Support onboarding and handover processes to ensure smooth account transitions and consistent adoption methodology
• Maintain accurate account health records and adoption metrics within agreed tools and tracking frameworks
• Produce client-facing deliverables including adoption roadmaps, executive briefings, and strategic recommendations
• Flag at-risk accounts early and coordinate internal response plans in alignment with the VP and wider CS leadership
• Contribute to billing and entitlement oversight processes, ensuring account data integrity and escalation of anomalies where applicable

Requirements:

• 5+ years in a Customer Success, Solution Consulting, or WFM/WEM-adjacent role within a SaaS or contact center technology environment
• Hands-on experience with IEX WFM, CXone WFM, EEM, or ESP, or comparable enterprise WFM platforms
• Demonstrated ability to manage a portfolio of complex enterprise accounts with multiple stakeholders
• Track record of building and executing structured adoption or engagement programs at scale
• Deep understanding of contact center operations: forecasting, scheduling, real-time management, adherence, and intraday workflows
• Strong consultative and communication skills, able to present to both operational users and senior leadership
• Highly organized with experience managing multiple competing priorities across a large account portfolio
• Comfortable producing professional client-facing deliverables including decks, roadmaps, and recommendations documentation
• Collaborative mindset with the ability to influence without authority across TAM, Product, and Support communities
• Experience in a solution adoption, enablement, or value consulting capacity within a WEM or CCaaS vendor
• Familiarity with NiCE CXone platform architecture and the broader WEM product ecosystem
• Experience contributing to or leading internal enablement programs for CS or TAM teams
• Proficiency with CRM/CS tooling and adoption tracking frameworks