Director, Customer Success

London, England, United Kingdom

4/24/2025

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.

So, what's the role all about?

The Director of Customer Success leads multiple post-sales functions—including Customer Success, Customer Support, and Partner Success—to deliver a seamless and impactful customer experience.

You will work closely with enterprise customers and partners to drive retention, renewals, and expansion, ensuring they realise the full value of their investment in NICE solutions.

This is a strategic, customer-facing leadership role that requires cross-functional collaboration and influence across geographies, departments, and organisational levels within NICE.

How you’ll make an impact? 

• Lead customer onboarding to ensure smooth adoption and early success with NICE products and services.
• Establish clear milestones and conduct regular customer health checks to maximize product utilisation and value.
• Collaborate with global support leadership to deliver a seamless support experience, ensuring timely case resolution.
• Identify and grow opportunities by working cross-functionally with Customer Success, Support, Services, Sales, Development, and Consulting teams.
• Drive partner success through effective onboarding processes and by maintaining partner certification compliance.
• Act as the voice of the customer or partner, sharing feedback with relevant internal teams to drive continuous improvement.
• Proactively identify renewal risks and coordinate mitigation efforts to support customer retention and ongoing renewals.
• Promote regional accountability for renewals by defining and sharing key metrics and performance indicators.
• Align account strategies with customers’ business goals by partnering with internal teams across the organization.
• Educate customers and partners on new features, releases, and best practices to drive engagement.
• Monitor usage trends and provide strategic recommendations to address risks or optimize business outcomes.
• Maximize customer lifetime value through targeted upselling and cross-selling of premium offerings.
• In this role, you’ll set the standard for customer excellence, influencing both strategic direction and day-to-day execution.
  
  

Have you got what it takes?

• Minimum of 10 years’ experience in customer-facing roles such as Customer Success Manager, Consultant, or Solutions Engineer, specifically within cloud-based software environments.
• 3–5 years’ of experience supporting all phases of the cloud software deployment lifecycle, including implementation, integration, and operations, with a strong focus on customer success and revenue retention.
• At least 5 years’ experience leading cross-functional teams in a cloud-based software setting.
• Comprehensive understanding of cloud technologies and IT infrastructure, including platforms, applications, and integrations.
• Excellent communication skills—both verbal and written—including strong presentation and active listening abilities.
• Proven customer management experience, including strategic account management and customer engagement best practices.
• Demonstrated ability to resolve customer issues, including experience with case management, root cause analysis, and escalation protocols.
• Bachelor’s degree in a relevant field (e.g., Business, Computer Science, or Engineering) or equivalent combination of education and experience.
• Experience with SaaS metrics and KPIs.
• Experience working with global teams or international customers.
  
  

Enjoy NICE-FLEX!

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 6811.

Reporting into: VP, Services & Support, EMEA.

Role Type: Manager

Location: Hybrid-London

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.