NICE

Customer Success Manager

NICE

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Own success outcomes for a portfolio of small-to-mid market customers, delivering value primarily through tech-touch and one-to-many engagement models
  • Design, build, and deploy repeatable customer success playbooks across key lifecycle stages (onboarding, adoption, renewal readiness, and expansion signals)
  • Define success criteria for scaled programs and measure their effectiveness using engagement, adoption, retention, and health metrics
  • Leverage customer success platforms and CRM systems to automate outreach, trigger interventions, and prioritize customer actions at scale
  • Guide customers toward value realization by promoting standardized best practices, proven AI use cases, and common success patterns
  • Monitor product usage, health indicators, and customer signals to proactively identify risk and opportunity across the segment
  • Deliver clear, value-driven communications through digital channels such as email, in-app messaging, webinars, and enablement content
  • Manage renewals and partner with Sales to support expansion motions by surfacing insights, risk indicators, and growth opportunities
  • Collaborate cross-functionally with Product, Support, Enablement, and Marketing to improve scaled customer journeys and reduce friction
  • Support the creation of customer advocates through scalable programs such as webinars, case studies, and reference initiatives

Requirements

  • 2+ years of experience in Customer Success, Account Management, Solutions Consulting, or a related SaaS role
  • Demonstrated experience supporting SMB or mid-market customers through scaled or digital-first customer success models
  • Proven ability to build, operationalize, and iterate on repeatable customer success playbooks, with a strong focus on measuring impact and outcomes
  • Experience using Customer Success platforms (e.g., Gainsight) and CRM systems (e.g., Salesforce) to drive automation, insights, and reporting
  • Experience with AI technologies, particularly Conversational AI, strongly preferred; CCaaS experience also a plus
  • Strong analytical mindset with the ability to translate product usage data into actionable insights
  • Excellent written and verbal communication skills, with the ability to explain complex technical concepts in a clear, scalable manner
  • Comfortable working across systems, tools, and processes to drive efficiency and consistency
  • Customer-centric and empathetic, with the ability to balance individual customer needs against scalable program design
  • Solid understanding of SaaS business models and customer lifecycle management
  • Alignment with Cognigy’s values and a collaborative, growth-oriented mindset
  • Genuine interest in AI technology and a passion for helping customers achieve measurable business outcomes.
Benefits
  • Join an ever-growing, market disrupting, global company
  • Opportunities for learning and growth
  • Internal career opportunities across multiple roles, disciplines, domains, and locations
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successaccount managementsolutions consultingcustomer success playbooksmeasuring impactAI technologiesConversational AIdata analysiscustomer lifecycle managementSaaS business models
Soft Skills
analytical mindsetwritten communicationverbal communicationcustomer-centricempatheticcollaborativegrowth-orientedability to explain technical conceptsbalancing customer needsdriving efficiency