Product Customer Success Manager

United Kingdom - Londonmid

Customer Success ManagerCustomer

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At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them.

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Customer Success ManagerCustomer

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

Our Customer Success team partners with enterprise clients to ensure they realise measurable business value from their investment in Proactive AI Agent. This role is ideal for someone who combines strong data analysis skills with deep customer-facing experience, and who is comfortable owning outcomes across complex, strategic accounts.

Own a book of enterprise and strategic customers, ensuring contract value is realized and renewal risk is proactively managed
Analyze customer, journey, and operational data to identify trends, risks, and opportunities
Translate data into clear, executive-ready insights and recommendations
Build and maintain customer success plans aligned to business outcomes and KPIs
Partner with customers to define, prioritize, and evolve AI-driven journeys that deliver measurable value
Gather and document customer business and technical requirements, and create customer-specific technical specification documents (defining scope, data inputs, logic/flows, dependencies, and success criteria) to guide implementation and delivery
Design and evolve customer journeys that leverage GenAI-based capabilities, including defining use cases, guardrails, escalation logic, and success criteria, and reflecting these requirements in technical specifications
Lead Quarterly Business Reviews, presenting performance, insights, and next-step recommendations
Coordinate cross-functional delivery with Professional Services, Product, and Sales
Support renewal and expansion conversations with data-backed business cases
Act as a trusted advisor to senior client stakeholders, balancing strategic guidance with execution

Bachelor’s degree
Experience managing complex, customer-facing projects
Experience creating customer-facing or internal technical specifications or requirements documentation in support of implementations
Strong analytical skills; comfortable working with raw or imperfect data in Excel or similar tools
Ability to explain data-driven insights clearly to non-technical audiences
Experience working with large, process-driven organizations
Strong communication and stakeholder management skills
Commercial awareness and comfort supporting renewal and expansion motions

Nice to Have

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Reporting into: Manager, Product Customer Success

Job type: Individual contributor.

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About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.