Customer Success Manager – Enterprise (Data-Driven)

Customer Success Manager – Enterprise (Data-Driven) 

At NiCE, we don’t limit our challenges. We challenge our limits. Always. 

Our Customer Success team partners with enterprise clients to ensure they realize measurable business value from their investment in Proactive AI Agent. This role is ideal for someone who combines strong data analysis skills with deep customer-facing experience, and who is comfortable owning outcomes across complex, strategic accounts. 

What You’ll Do 

• 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 

What This Role Is 

This role is ideal for someone who has: 

• 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 

What You Bring 

• 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 

Nice to Have 

• 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 

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

Requisition ID: 
Reporting into: Director, Business Operations and Customer Success
Role Type: Individual Contributor

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!