NiCE · 6 days ago
VP, Customer Success & Services
United States
Contract
Remote
Director/Executive
20+ years expNiCE is a leading software company known for its innovative solutions in customer experience and financial crime prevention. They are seeking a visionary Vice President of Customer Success & Services to oversee customer success and services in the Americas, focusing on driving customer retention, solution adoption, and leading high-performing teams.
Enterprise SoftwareInformation TechnologyRobotic Process Automation (RPA)SecuritySoftware
Responsibilities
Define and execute the regional vision for Customer Success and Services, aligned with global business priorities
Drive innovation and transformation across engagement, delivery, and support models
Implement scalable processes and frameworks to improve team efficiency and customer outcomes
Monitor and enhance key performance indicators, including:
Net Promoter Score (NPS)
Customer Satisfaction (CSAT)
Solution Adoption
Customer Retention
Referenceability
Time to Revenue
Revenue Growth
Serve as an executive sponsor for customers in the region, acting as a trusted advisor to C-level stakeholders
Champion customer needs internally to influence product development and service enhancements
Partner with Sales, Product, Platform Operations and R&D teams to deliver seamless customer experiences and drive business outcomes
Build, mentor, and inspire a high-performing, customer-centric organization
Foster a culture of accountability, innovation, and continuous improvement
Oversee renewal practices and ensure alignment with revenue growth targets
Qualification
Required
Bachelor's degree in Business, Finance, Technology or related field (or equivalent experience)
20+ years of experience in customer success, contact centers, or B2B technology
10+ years of experience leading large, high-performance teams
Proven success managing relationships with Fortune 500 brands
Strong understanding of customer success and services KPIs, with a track record of driving measurable improvements
Ability to communicate complex software concepts to enterprise-level executives
Ability to travel domestically
Preferred
Master's degree in Business, Finance, or related field
Highly preferred, Executive leadership experience in a SaaS company
Familiarity with contact center technologies, CCaaS, premise-to-cloud migrations, or enterprise software support
Company
NiCE
NiCE is transforming the world with AI that puts people first.
5001-10000 employees
H1B Sponsorship
NiCE has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2024 (14)
2023 (8)
2022 (8)
2021 (11)
2020 (10)
Funding
Current Stage
Public CompanyTotal Funding
unknown1996-02-02IPO
Leadership Team
D
David Gustafson
VP, GM of Platform
Matt Reading
VP, Customer Succes
Recent News
Crunchbase News
2025-10-08
2025-09-16
2025-09-12
Company data provided by crunchbase