NiCE · 1 day ago
Senior Customer Success Manager
United States
Full-time
Remote
Senior Level
5+ years expNiCE is a market leader in AI-first customer experience solutions, and they are seeking a Senior Customer Success Manager to enhance customer engagement and satisfaction. The role involves guiding customers in utilizing Cognigy's technology, ensuring their success metrics are met, and fostering strong relationships with enterprise executives.
Enterprise SoftwareInformation TechnologyRobotic Process Automation (RPA)SecuritySoftware
Responsibilities
Leverage your extensive experience with enterprise software solutions to guide customers in strategically utilizing Cognigy's technology, thereby enhancing the value of their investment through innovative AI use cases
Expertly identify customer needs through structured discovery processes and ensure the timely coordination and implementation of solutions
Provide authoritative assessments and advice on our solutions, engaging in detailed technical discussions to elucidate the impact and value of technical features
A master in the art of high-level dialogue as you engage directly with enterprise executives, articulating the strategic business value of our solutions and influencing top-tier decision-makers to drive transformational change within their organizations
Define and track customer success metrics, using data to inform strategies and report on the value delivered to the customer and the business
Design and implement effective customer retention strategies, including regular executive business reviews and customized engagement plans to minimize churn
Craft compelling sales proposals for products and services, strategically aligning them with customer goals and negotiating terms that benefit both the customer and our company
Encourage and facilitate the development of customer advocates through case studies, testimonials, and referrals, contributing to the company's market reputation and growth
Work in close synergy with sales and technical teams to drive customer loyalty and satisfaction, ensuring a cohesive approach to long-term customer success
Qualification
Required
At least 5 years of experience in the software industry as a Customer Success Manager, with a proven track record of driving measurable business outcomes for customers, such as increased retention rates and product adoption
CCaaS, AI or conversational AI a MUST
A deep understanding of what constitutes strategic business value in the software industry, including familiarity with industry benchmarks and the ability to guide customers in setting and achieving ROI-driven objectives
Exceptional communication skills, both written and oral, with the ability to articulate complex solutions clearly to customers. Must be adept at building rapport and fostering collaborative relationships
Empathetic to customer needs with the ability to employ a user-centric approach to ensure seamless customer experience
An analytical and structured approach to problem-solving, with experience using CRM platforms, Customer Success tools and data analysis software to prioritize and track value-driving activities
Openness to travel up to 20% of the time within the USA
A robust understanding of business and IT processes, particularly SaaS models, with a keen eye for identifying opportunities for process optimization
A personal alignment with our company's values and culture, contributing positively to our work environment
Motivated individual with a genuine interest in AI technology who is passionate about seeing AI used to generate business outcomes
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
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