Principal Customer Success Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

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

• Cultivate and sustain robust, productive relationships with customers through regular success reviews to gain insights into their contact centre operations, business objectives, and success metrics.

• Enhance adoption and realization of value, including AI-driven capabilities, by linking NiCE CX technology to customer business results and return on investment (ROI).

• Establish trusted advisor relationships and provide a customer experience that aligns with stakeholder needs and expectations.

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

• Exhibit a comprehensive understanding of NiCE CX products and related technologies, especially those utilized by assigned customers.

• Stay informed about developments in 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 recommend solutions that enhance adoption and business impact.

• Create and present customized presentations that highlight usage, adoption, realized benefits, ROI, opportunities, and next steps.

• Proactively oversee customer health, risks, and escalations, ensuring a consistently positive customer experience.

• Assist customers through the go-live and post-go-live phases, fostering confidence and momentum as they advance in their use of the platform.

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

• Willingness to 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 features into business value and outcomes.

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

• Demonstrated experience managing multiple customer accounts concurrently.

• Excellent verbal and written communication skills.

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

• Proficiency in Microsoft Office applications.

• Capacity to work independently with minimal supervision.

• Strong understanding of contact centre platforms, functionalities, and design.

🏝️ Benefits

• Global company with opportunities for career advancement.

• Excellent working atmosphere.

• Opportunities for travel to visit customers.