Senior Customer Success Manager

NICE

Senior Customer Success Manager driving adoption of NICE's Workforce Engagement Management solutions. Collaborating with clients to maximize product utilization and ensure operational outcomes.

Posted 6/10/2026full-timeRemote • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

Own a portfolio of WEM accounts (IEX WFM, CXone WFM, EEM, ESP) and drive structured adoption programs aligned to each client's operational goals.
Develop and maintain Solution Adoption Plans (SAPs) that track feature utilization, identify gaps, and define measurable success milestones.
Lead regular cadences, including QBRs and adoption reviews, to assess progress, surface risk, and communicate value to client stakeholders.
Serve as a subject matter expert across WFM and EEM workflows, including scheduling optimization, intraday management, adherence monitoring, and employee self-scheduling.
Identify expansion and upsell opportunities by aligning underutilized product capabilities to client pain points.
Partner with the TAM community as a center-of-excellence resource, providing enablement, escalation support, and best-practice guidance on WEM account management.

Requirements

What you’ll need

5+ years in a Customer Success, Solution Consulting, or WFM/WEM-adjacent role within a SaaS or contact center technology environment.
Hands-on experience with IEX WFM, CXone WFM, EEM, or ESP, or comparable enterprise WFM platforms.
Demonstrated ability to manage a portfolio of complex enterprise accounts with multiple stakeholders.
Track record of building and executing structured adoption or engagement programs at scale.

Benefits

Comp & perks

Health insurance
Retirement plans
Paid time off
Flexible work arrangements
Professional development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Solution Adoption Plansfeature utilizationscheduling optimizationintraday managementadherence monitoringemployee self-schedulingportfolio managementstructured adoption programsengagement programs

Soft Skills

communicationstakeholder managementrisk assessmentvalue communicationbest-practice guidance