Principal Customer Success Manager

NICE

Customer Success Manager managing customer relationships within NiCE CX team for long-term engagement. Ensuring adoption and value realization throughout the customer lifecycle via strategic partnerships.

Posted 5/31/2026full-timeRemote • 🇬🇧 United KingdomLeadWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Act as the single point of ownership for customer success across assigned accounts, coordinating NiCE CX resources as needed to deliver outcomes
Develop and maintain strong, productive relationships with customers, holding regular success reviews to understand their contact centre operations, business goals, and success criteria
Drive adoption and value realisation, including AI-driven capabilities, by connecting NiCE CX technology to customer business outcomes and ROI
Build trusted advisor relationships and deliver a customer experience aligned to stakeholder needs and expectations
Partner with NiCE CX teams (Technical Support, Professional Services, Product, Engineering, etc.) to ensure issues, requests, and initiatives are progressing effectively and within SLA
Demonstrate strong working knowledge of NiCE CX products and associated technologies, particularly those used by assigned customers
Maintain currency in contact centre, AI, cloud, and digital customer experience technologies and trends
Gain a deep understanding of each customer’s environment, identify success gaps and opportunities, and propose solutions that accelerate adoption and business impact
Develop and deliver tailored presentations that articulate usage, adoption, realised benefits, ROI, opportunities, and next steps
Proactively manage customer health, risks, and escalations, ensuring a consistently positive customer experience
Support customers through go-live and post-go-live phases, building confidence and momentum as they mature in their use of the platform
Contribute to high customer satisfaction and Net Promoter Scores (NPS) across the assigned portfolio
Travel up to 25–30% to support customer success activities

Requirements

What you’ll need

Bachelor’s Degree in Computer Science, Business Information Systems, or similar field, or equivalent work experience
6+ years’ experience in Customer Success, Technical Account Management, Service Delivery, or similar customer-facing roles within SaaS, telecommunications, or contact centre environments
Strong ability to translate technical and AI driven capabilities into business value and outcomes
Excellent analytical, problem solving, and customer engagement skills
Proven experience managing multiple customer accounts simultaneously
Excellent communication skills, both verbal and written
Ability to work effectively in a fast-paced, customer-centric environment
Proficient in Microsoft Office applications
Able to work independently with minimal supervision
Strong working knowledge of contact centre platforms, functionality, and design

Benefits

Comp & perks

Global company with growth opportunities
Excellent working environment
Travel opportunities for customer visits

ATS Keywords

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Hard Skills & Tools

Customer SuccessTechnical Account ManagementService DeliveryAI-driven capabilitiesContact Centre platformsAnalytical skillsProblem solvingCustomer engagement

Soft Skills

Relationship buildingCommunication skillsAbility to work independentlyCustomer-centric mindsetPresentation skills

Certifications

Bachelor’s Degree in Computer ScienceBachelor’s Degree in Business Information Systems