At a Glance
- Tasks: Manage enterprise customer relationships and ensure they achieve value from our AI solutions.
- Company: Join NiCE, a leading innovator in AI and customer experience.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Work with top global businesses and enjoy a dynamic, inclusive culture.
- Why this job: Be a game changer in customer success and drive impactful AI-driven journeys.
- Qualifications: Experience in managing complex customer projects and strong analytical skills.
The predicted salary is between 63000 - 77000 £ 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.
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 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 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 employer: NICE Systems
At NiCE, we foster a dynamic and inclusive work culture that empowers our employees to challenge limits and drive innovation. As a Business Consultant in our Value Realisation Services team, you will have the opportunity to work alongside industry leaders in a fast-paced environment, with ample opportunities for professional growth and development. Our commitment to employee success is matched by our focus on delivering exceptional value to our clients, making NiCE an ideal place for those seeking meaningful and rewarding careers.
