At a Glance
- Tasks: Drive customer success for enterprise clients using data analysis and strategic insights.
- Company: Join NiCE, a leading innovator in AI and customer experience.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Be part of a dynamic team with a focus on innovation and excellence.
- Why this job: Make a real impact by helping clients maximise their investment in cutting-edge technology.
- Qualifications: Strong analytical skills and experience managing complex customer relationships.
The predicted salary is between 50000 - 65000 £ per year.
At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. If you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.
Our Customer Success team partners with enterprise clients to ensure they realise 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.
How will you make an impact?
- Own a book of enterprise and strategic customers, ensuring contract value is realised and renewal risk is proactively managed.
- Analyse 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 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.
- 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.
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.
Have you got what it takes?
- 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.
- Formal project management training or certification (e.g., PMP), applied in a customer-facing delivery or success role.
NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
Product Customer Success Manager in London employer: Dormont Manufacturing Co
At NiCE, we foster a dynamic and inclusive work culture that empowers our employees to challenge limits and drive innovation. As a Product Customer Success Manager, you will have the opportunity to work with leading enterprise clients, leveraging your analytical skills to create impactful customer journeys while enjoying robust professional development opportunities in a globally recognised company. With a commitment to diversity and a focus on employee growth, NiCE offers a rewarding environment where your contributions are valued and your career can flourish.
StudySmarter Expert Advice🤫
We think this is how you could land Product Customer Success Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Dormont Manufacturing Co. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Dormont Manufacturing Co before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Product Customer Success Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Dormont Manufacturing Co:Your cover letter is your chance to shine! Tell us why you want to work at Dormont Manufacturing Co specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Dormont Manufacturing Co!
How to prepare for a job interview at Dormont Manufacturing Co
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
