Lead Customer Success Manager

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Serve as the primary point of accountability for customer success within assigned accounts, coordinating NiCE CX resources as necessary to achieve desired outcomes.

• Establish and nurture robust, productive relationships with customers, conducting regular success reviews to gain insights into their contact centre operations, business objectives, and success metrics.

• Promote adoption and realization of value, including AI-driven functionalities, by aligning NiCE CX technology with customer business results and ROI.

• Foster trusted-advisor relationships, showcasing a comprehensive understanding of Dutch business culture and customer expectations.

• Collaborate with NiCE CX teams (Technical Support, Professional Services, Product, Engineering, etc.) to ensure that issues, requests, and initiatives are being addressed effectively and within service level agreements (SLA).

• Exhibit a strong working knowledge of NiCE CX products and related technologies, particularly those utilized by assigned customers.

• Stay updated on contact centre, AI, cloud, and digital customer experience technologies and trends.

• Acquire an in-depth understanding of each customer's environment, identify success gaps and opportunities, and suggest solutions that enhance adoption and business impact.

• Create and deliver customized presentations that clearly articulate usage, adoption, realized benefits, ROI, opportunities, and subsequent steps.

• Actively manage customer health, risks, and escalations to ensure a consistently positive customer experience.

• Assist customers during go-live and post-go-live phases, building confidence and momentum as they advance in their platform usage.

• Contribute to high levels of customer satisfaction and Net Promoter Scores (NPS) across the assigned portfolio.

• Travel up to 25–30% to support customer success initiatives.

⛳️ Requirements

• Bachelor's Degree in Computer Science, Business Information Systems, or a related field, or equivalent professional experience.

• Over 6 years of experience in Customer Success, Technical Account Management, Service Delivery, or similar customer-facing roles within SaaS, telecommunications, or contact centre settings.

• Strong capability to translate technical and AI-driven functionalities into business value and outcomes.

• Exceptional analytical, problem-solving, and customer engagement abilities.

• Demonstrated experience managing multiple customer accounts simultaneously.

• Excellent verbal and written communication skills.

• Ability to thrive in a fast-paced, customer-centric environment.

• Proficient in Microsoft Office applications.

• Capable of working independently with minimal oversight.

• Solid understanding of contact centre platforms, functionality, and design.

• Experience in balancing technical discussions while maintaining strong executive-level business relationships.

🏝️ Benefits

• Join a rapidly growing, market-disrupting global company.

• Enjoy a fast-paced, collaborative, and creative work environment.

• Access endless internal career opportunities across various roles, disciplines, domains, and locations.