At a Glance
- Tasks: Lead a dynamic team to drive customer success and AI adoption.
- Company: Join NiCE, a game-changing tech company with a culture of ambition.
- Benefits: Shape your career with global opportunities and access to cutting-edge AI resources.
- Other info: Be part of a collaborative environment focused on continuous improvement.
- Why this job: Make a real impact by enhancing customer experiences and driving innovation.
- Qualifications: 8+ years in Customer Success and strong leadership skills required.
The predicted salary is between 70000 - 90000 £ 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. And if you're like us, we can offer you the ultimate career opportunity that will light a fire within you.
Role Purpose
This is a leadership role responsible for managing and developing a high performing team of Customer Success Managers while guiding a group of Technical Account Managers through their evolution into proactive Customer Success roles. In addition to leading the team, you will personally manage up to three strategic Enterprise customers to ensure you "live and breathe" the role, stay close to customer needs, and role model excellence. Your mission is to drive customer value, accelerate AI powered adoption, maximise ROI, and contribute significantly to NiCE's growth and retention objectives.
Key Responsibilities
- Lead, coach, and develop a team of CSMs to deliver proactive, value driven Customer Success engagements.
- Support transitioning TAMs through structured onboarding, capability uplift, and maturity into full CSM responsibilities.
- Build a culture focused on ownership, customer centricity, accountability, and continuous learning.
- Conduct regular 1:1s, performance management, coaching, workload prioritisation, and day to day people leadership responsibilities.
- Ensure consistent application of NiCE's Customer Success methodologies, playbooks, and operating principles.
Strategic Customer Management
- Personally manage up to three enterprise, high touch customers, ensuring deep engagement, AI adoption, and value realisation.
- Lead executive value reviews, roadmap discussions, and strategic business planning with assigned accounts.
- Act as a senior escalation point and executive sponsor where required.
Operational Excellence & Execution
- Establish and maintain strong operational rhythms across the team (weekly reviews, risk assessments, success plan audits).
- Ensure high quality delivery of Success Plans, adoption strategies, AI capability enablement, and value presentations.
- Oversee customer lifecycle execution, ensuring consistency, excellence, and continuous improvement.
- Drive accurate forecasting of customer risk, expansion opportunities, and adoption maturity.
Cross Functional Collaboration
- Partner with Product, Engineering, Support, Professional Services, and Sales to ensure seamless customer outcomes.
- Provide the "voice of the customer" and influence roadmap and prioritisation discussions.
- Work closely with Sales to support renewals, expansion, commercial planning, and joint account strategies.
- Collaborate with Partner organisations to align delivery across joint accounts.
Driving Adoption, AI Enablement & Customer Value
- Ensure the team actively drives adoption and business value through NiCE's AI powered capabilities.
- Guide CSMs in identifying success gaps, creating action plans, and accelerating time to value.
- Monitor customer health, sentiment, usage, and risk signals to ensure proactive intervention.
Scaling Programs, Processes & Methodologies
- Design, refine, and operationalise scalable Customer Success frameworks, including:
- Customer Success Plans
- EBR templates and governance
- Risk and escalation playbooks
- Ensure consistent, high standard delivery across all customer engagements.
- Analyse data to drive decision making, identify trends, and prioritise team focus areas.
- Ensure CSMs maintain accurate documentation in CRM, success tools, and dashboards.
- Present insights, risks, and opportunities to senior leadership with clarity and confidence.
Customer Advocacy & Experience Improvement
- Champion end to end customer experience improvements, proposing optimisations to internal processes and customer touchpoints.
- Drive initiatives that enhance NPS, satisfaction, and long term loyalty.
- Establish NiCE as a trusted strategic partner through credibility, consistency, and measurable value.
Customer Success Performance & Outcome Ownership
- Own and lead the regional NPS programme, ensuring structured follow up, root cause analysis, and action planning to drive continual improvement in customer experience.
- Drive NRR (Net Revenue Retention) and GRR (Gross Revenue Retention) across the team through proactive health management, strong renewal readiness, value led engagement, and early risk detection.
- Establish clear team metrics and dashboards for NRR, GRR, NPS, adoption progress, and customer health, ensuring team accountability against targets.
- Partner with Sales and Renewals to ensure renewal preparation, negotiation support, and expansion pipelines are tightly aligned and forecasted.
Qualifications & Experience Required:
- 8+ years in Customer Success, Technical Account Management, or Service Delivery within SaaS, cloud, telecommunications, or contact centre environments.
- 2-4+ years managing customer facing teams.
- Proven experience influencing executives and handling complex enterprise accounts.
- Strong ability to translate technical and AI driven capabilities into business value and operational outcomes.
- Excellent communication, leadership presence, and conflict resolution skills.
- Analytical mindset with strong documentation and reporting abilities.
- Proficiency with Microsoft Office and CRM/success platforms.
What's in it for you?
- Opportunity to shape and scale a high performing Customer Success organisation.
- Work alongside industry leading experts in a dynamic, innovative, and fast paced environment.
- Endless global career opportunities across multiple domains and disciplines.
- Access to cutting edge AI products, methodologies, and learning resources.
- A culture built on ambition, collaboration, and continuous improvement.
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.
Customer Success Manager - Team Manager employer: Job Search Place Limited
At NiCE, we foster a vibrant work culture that thrives on ambition and innovation, making it an exceptional employer for those looking to excel in the Customer Success domain. With a commitment to employee growth, we offer unparalleled opportunities to shape a high-performing team while engaging with cutting-edge AI technologies. Our collaborative environment not only prioritises customer-centricity but also encourages continuous learning and professional development, ensuring that every team member can achieve their fullest potential.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager - Team Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Job Search Place Limited. 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 Job Search Place Limited 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 Customer Success Manager - Team Manager
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 Job Search Place Limited:Your cover letter is your chance to shine! Tell us why you want to work at Job Search Place Limited 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 Job Search Place Limited!
How to prepare for a job interview at Job Search Place Limited
✨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.
