Director, Customer Success, CX
Skills
- Deep expertise in contact center operations, cloud migration, and AI/automation adoption.
- Strong knowledge of NICE CXone architecture and related tools (ACD, WFO, WEM, Enlighten AI) or comparable platforms (Genesys, Five9, Talkdesk).
- Proven ability to manage large, strategic enterprise clients with global footprints.
- Experience driving NRR, renewals, upsell and cross-sell strategies.
- Excellent stakeholder management, executive communication and presentation skills.
- Analytical skills with experience using Salesforce, dashboards, and reporting to measure outcomes.
- Ability to influence across matrixed teams and manage multiple priorities.
Responsibilities
- Build and maintain strong relationships with senior client executives and act as a trusted strategic advisor.
- Own the post-sale customer lifecycle—onboarding, adoption, optimization, and renewal—with measurable success plans and EBRs.
- Manage a portfolio of strategic accounts representing $10M+ in ARR and drive Net Revenue Retention through upsell, cross-sell, and renewals.
- Lead customer transformation initiatives to drive adoption of AI features, automation, virtual agents and IVR enhancements.
- Partner with Sales, Professional Services, Value Realization, and Product teams to identify and capture growth opportunities.
- Develop and execute strategic account plans with clear goals, timelines, and success criteria.
- Lead and coordinate matrixed internal teams (TAMs, DSEs, SMEs, COE) to deliver world-class service and value realization.
- Monitor and improve customer satisfaction and loyalty metrics (CSAT, NPS); proactively identify and resolve risks and blockers.
- Serve as strategic voice of the customer to inform product roadmap and industry best practices.
- Travel up to 25% for customer meetings, strategy sessions, and events.
Education
- Bachelor's degree in Business, IT, or a related field required.
- MBA preferred.
Benefits
- Work at a market-leading, global, and fast-growing public company.
- Opportunity for career growth and internal mobility across roles and geographies.
- Collaborative, high-performance teams and continuous learning environment.
- Exposure to cutting-edge AI and cloud CX technologies and large enterprise customers.
Average salary estimate
If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.
Experienced AML sales specialist needed to act as the AML SME and sales overlay for NICE Actimize, driving strategy and winning complex enterprise deals across the Americas.
Lead Technical Account Manager needed to provide expert technical resolution and strategic account leadership for NICE’s largest enterprise customers.
PowerSchool is hiring a Customer Success Manager to serve as a trusted advisor for K-12 customers, driving product adoption, retention, and value realization.
Customer Success Manager (Higher Education, NA) to lead account relationships, drive adoption and renewals of Echo360’s SaaS platform across higher education institutions.
Zip is hiring a Customer Success Manager to drive adoption, retention, and outcomes for commercial customers by acting as a trusted procurement advisor and cross-functional partner.
Lead and develop the account management team at Conectiv SCS to ensure seamless production and distribution for a major music client while driving retention and account growth.
EdConnective is hiring a remote Customer Success Manager to serve as a strategic partner to K–12 leaders, driving successful onboarding, implementation, and measurable educator impact.
Lead product adoption and renewal outcomes as a Senior Customer Success Manager at a fast-growing AI/ML HR SaaS company.
Blue Print Out is hiring a detail-oriented Client Account Representative in New Orleans to manage client relationships, coordinate service delivery, and drive account satisfaction and growth.
Experienced sales and client-service leader needed to own and expand multinational technology accounts for NIQ, selling the full portfolio of market and consumer intelligence solutions.
Raspberry AI is hiring an Enterprise Account Manager to lead post-sale relationships with top fashion brands, driving adoption, renewals, and measurable business outcomes using our generative AI platform.
Kaplan is hiring a Customer Engagement Manager to strengthen client relationships, identify cross-sell and upsell opportunities, and drive retention and revenue across mid-tier education accounts.
Lead onboarding and adoption for public sector customers in the DC area, ensuring secure, compliant Ramp deployments and measurable ROI across complex stakeholder groups.
Lead post-sale client success for Wells Fargo Merchant Services by driving adoption, resolving operational issues, and accelerating time-to-value for Visa acquiring solutions.
Taktile is hiring a Senior Customer Value Engineer in NYC to partner with sales and product teams to maximize customer value from its automated decisioning platform.
To enable organizations to address today’s consumer and employee expectations, by delivering effortless, consistent, and personalized digital-first experiences.
10 jobs
🔮
Hi, I'm Risa! Your AI Career Copilot
you, just ask me below!
