Director, Customer Success

Significant senior leadership experience within Customer Success, ideally gained in B2B SaaS, enterprise technology, AI, automation or a similarly complex technology environment.

Proven experience leading geographically distributed Customer Success teams, ideally at a scale comparable to 20+ CSMs across multiple regions and markets.

Deep expertise in Customer Success strategy, operating models, methodologies, processes, tooling, governance and performance management.

A strong track record of coaching and developing Customer Success Managers and building high performing teams.

Experience establishing, transforming or scaling Customer Success processes and standards during periods of significant growth or organisational change.

A strong understanding of customer value realisation, product adoption, retention, renewals, expansion, customer health and executive engagement.

Strong commercial understanding, with the ability to partner effectively with Sales and understand the commercial drivers of the business without turning Customer Success into a sales function.

Highly data driven, with the ability to use customer and business insight to diagnose performance, identify risk, establish priorities and make informed decisions.

Exceptional executive communication and influencing skills, with the confidence and credibility to engage senior stakeholders, challenge established thinking and communicate complex ideas clearly.

An exceptional coach who can elevate CSM performance through clear, practical guidance, constructive challenge and strong leadership.

Strategic and structured, with the ability to operate at a global level while diving into the detail when required.

Strong judgement and commercial acumen, with a clear focus on measurable outcomes and the ability to balance customer, commercial and organisational priorities.

Collaborative, pragmatic and confident. You are comfortable challenging established thinking while building strong relationships across functions and levels of seniority.

Calm, credible and highly organised, particularly when dealing with complex customer situations, competing priorities and high pressure environments.

Able to create clarity, align distributed teams and lead effectively through periods of change.

Naturally curious about customers, technology and the ways organisations can use AI and automation to generate measurable business value.

Success in this role will be measured through a combination of customer, commercial, organisational and team outcomes, including:

Achievement of Net Revenue Retention (NRR), Gross Retention Revenue (GRR) and NPS targets established at the start of each financial year.

Customer satisfaction, advocacy and the strength of strategic customer relationships.

Improved customer time to value and measurable value realisation from Cognigy solutions.

CSM performance, capability development, engagement and retention.

Consistent adoption and effective execution of the global Customer Success methodology.

The quality, scalability and effectiveness of Customer Success processes, playbooks, governance and operating rhythms.

Reduction in preventable customer risk, escalations and recurring sources of customer friction.

Stronger cross functional collaboration and execution across Customer Success, Sales, Professional Services, Product, Support and Engineering.

Ultimately, success means building a Customer Success organisation that is highly trusted by our customers, commercially effective, operationally consistent and capable of scaling with the business.

Join an ever growing, market disrupting global company where the teams, comprised of the best of the best, work in a fast paced, collaborative and creative environment.

At NiCE, every day is an opportunity to learn, grow and make an impact. As the market leader, there are endless internal career opportunities across roles, disciplines, domains and locations.

If you are passionate about Customer Success, excited by the potential of AI and motivated by the opportunity to build and lead a truly global organisation, you may just be our next NICEr!

NiCE Cognigy delivers AI that works, fast, human and enterprise ready. As the leading AI first CX platform built for real world scale, we combine Generative and Conversational AI through orchestration, tools and enterprise systems to power Agentic AI.

Backed by global CX leader NiCE, we empower brands with AI Agents that redefine customer experiences and achieve measurable ROI, instantly, across every channel and in 100+ languages.

Reporting into: Senior Director, Customer Management

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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.