Director, Customer Success

So, what’s the role all about?

As a Director of Customer Success, you will lead strategic account engagement across a portfolio of top-tier enterprise clients. Your mission: deliver measurable value, accelerate adoption of our cloud-native, AI powered platform and drive long-term customer success and growth.

You’ll act as a trusted advisor to C-level stakeholders, aligning our innovative capabilities to customer business goals while orchestrating cross-functional teams to deliver exceptional service, seamless delivery and tangible results.

Customer Success & Relationship Leadership

• Build strong, enduring relationships with senior client executives, becoming a key strategic partner and advocate for the customer.
• Champion the full post-sale customer lifecycle—onboarding, adoption, optimization, and renewal—focused on delivering value realization.
• Conduct Executive Business Reviews (EBRs) and establish measurable success plans that directly tie platform usage to business outcomes.
• Maintain high Customer Satisfaction and Loyalty (CSAT, NPS) through proactive engagement and fast issue resolution.

Growth, Expansion & Retention

• Manage a portfolio of strategic accounts representing 10M+ in ARR.
• Drive Net Revenue Retention (NRR) growth through upsell, cross-sell, and renewal strategies.
• Partner with Sales, Professional Services, Value Realization Services and Product teams to identify growth opportunities within your accounts.

AI, Automation & Platform Adoption

• Lead customer transformation initiatives by driving adoption of AI features, such as Co-Pilot, Auto Summary, virtual agents, bots and IVR automation.
• Educate and consult customers on how to leverage existing products and introduce innovations utilizing AI and advanced analytics.
• Align platform usage with key customer KPIs including improved call deflection and enhanced agent efficiency, ensuring tangible value realization from every NiCE solution implemented.

Strategic Account Planning & Internal Leadership

• Develop and execute strategic account plans in partnership with the Account Director / Executive with clear goals, timelines, and success criteria.
• Lead matrixed internal teams (TAMs, DSEs, SMEs, COE, etc) to deliver world-class service and value realization.
• Escalate, resolve, and communicate client risks, blockers, and feedback to relevant NiCE stakeholders.
• Stay current with industry and CX trends, Contact Center Transformation and AI and serve as a strategic voice of the customer to inform product innovation.

Key Performance Indicators (KPIs):

• Customer NPS: Improve Net Promoter Score through consistent, responsive client engagement and delivery excellence.
• Net Revenue Retention (NRR): Increase account value through successful renewals and solution expansion.
• AI & Feature Adoption: Drive usage and measurable business value through the use of automation, bots and AI tools.

Education & Experience:

• Bachelor’s degree in Business, IT, or a related field required; MBA preferred.
• 10+ years of experience in Customer Success, Account Management, or Professional Services within SaaS or CCaaS.
• 5+ years of experience with NiCE CXone or comparable platforms (Genesys, Five9, Talkdesk, etc.). 
• Proven success managing large, strategic enterprise clients with global footprints.

Skills & Competencies:

• Expertise in contact center operations, cloud migration, and AI/automation adoption.
• Strong understanding of NiCE CXone architecture, tools (ACD, WFO, WEM, Enlighten AI, Analytics), and integration frameworks.
• Excellent stakeholder management, communication, and presentation skills—comfortable engaging with C-suite.
• Analytical thinker with experience using Salesforce, reporting dashboards, and strategic planning frameworks.
• Demonstrated ability to lead through influence in matrixed environments and manage multiple competing priorities.

Travel Requirements:

Up to 25%, including key customer meetings, strategy sessions, and industry events.