At a Glance
- Tasks: Manage enterprise customer relationships and ensure they achieve value from our AI solutions.
- Company: Join NiCE, a game-changing tech company that challenges limits and drives innovation.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Dynamic role with opportunities to work on innovative projects in a supportive environment.
- Why this job: Make a real impact by guiding clients through their AI journeys and driving success.
- Qualifications: Strong data analysis skills and experience in managing 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. 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?
- 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.
Product Customer Success Manager employer: NICE
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 enterprise clients, leveraging your analytical skills to create impactful customer journeys while enjoying comprehensive growth opportunities and a supportive environment that values your contributions. Join us in a location that thrives on collaboration and ambition, where your career can truly flourish.
StudySmarter Expert Advice🤫
We think this is how you could land Product Customer Success Manager
✨Tip Number 1
Get to know the company inside out! Research NiCE's values, products, and recent news. This way, when you chat with them, you can show off your knowledge and passion for what they do.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral!
✨Tip Number 3
Prepare for those interviews by practising common questions and scenarios related to customer success. Think about how you can showcase your data analysis skills and customer management experience.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining the team at NiCE.
We think you need these skills to ace Product Customer Success Manager
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your enthusiasm for the role shine through! We want to see how excited you are about joining our Customer Success team and making an impact with enterprise clients.
Tailor Your Experience:Make sure to highlight your relevant experience in managing customer relationships and using data analysis. We love seeing how your skills align with what we’re looking for, so don’t hold back on those examples!
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, especially when it comes to your insights and recommendations. Remember, we want to understand your thought process easily!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and get the ball rolling on your journey with us at NiCE.
How to prepare for a job interview at NICE
✨Know Your Data
Make sure you brush up on your data analysis skills before the interview. Be ready to discuss how you've used data to drive customer decisions and outcomes in previous roles. Prepare specific examples that showcase your ability to translate complex data into actionable insights.
✨Understand Customer Success
Familiarise yourself with the principles of customer success, especially in a SaaS or AI context. Think about how you can demonstrate your experience managing post-sale relationships and how you've proactively managed renewal risks. Show them you know what it takes to keep customers happy and engaged.
✨Prepare for Executive Conversations
Since you'll be presenting insights to senior stakeholders, practice articulating your thoughts clearly and confidently. Use mock interviews to refine your ability to explain technical concepts to non-technical audiences. This will help you stand out as a trusted advisor during the interview.
✨Showcase Your Project Management Skills
If you have any formal project management training or experience, make sure to highlight it. Discuss how you've coordinated cross-functional teams in the past and how that experience can benefit the role. Being able to manage complex projects is key, so let them know you're up for the challenge!
