NiCE · 15 hours ago
Customer Success Manager – Enterprise (Data-Driven)
USA - Atlanta, GA
Full-time
Onsite
Mid, Senior LevelNiCE Ltd. is a global leader in AI and digital solutions, helping enterprises enhance customer experiences and operational efficiency. The Customer Success Manager will partner with enterprise clients to ensure they achieve measurable business value from their investments, utilizing strong data analysis skills and customer-facing experience.
Enterprise SoftwareInformation TechnologyRobotic Process Automation (RPA)SecuritySoftware
Responsibilities
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 (defining scope, data inputs, logic/flows, dependencies, and success criteria) 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, and reflecting these requirements in technical specifications
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
Qualification
Required
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
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
Preferred
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, including defining prompts, constraints, and fallback behaviors
Formal project management training or certification (e.g., PMP), applied in a customer-facing delivery or success role
Company
NiCE
NiCE is transforming the world with AI that puts people first.
Founded in 1986
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
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