Customer Success Manager
| Posting date: | 11 June 2026 |
|---|---|
| Hours: | Full time |
| Closing date: | 11 July 2026 |
| Location: | London, UK |
| Remote working: | Hybrid - work remotely up to 3 days per week |
| Company: | NiCE |
| Job type: | Permanent |
| Job reference: |
Summary
Customer Success Manager
So, what’s the role all about?
The Customer Success Manager (CSM) engages with customers early, even before go-live, and supports them throughout their lifecycle to drive adoption, measurable ROI, and long-term success. CSMs are experienced, technically skilled professionals who manage complex, often enterprise-level accounts while promoting AI-driven capabilities and enhancing customer experience. They act as strategic partners and advocates, helping customers optimize their use of NiCE solutions and build strong, lasting relationships. The role requires close collaboration with internal teams and regular customer interaction across multiple channels, including occasional travel for on-site engagement and executive alignment.
on, and satisfaction.
How will you make an impact
• Act as the single point of ownership for customer success across assigned accounts, coordinating NiCE CX resources as needed to deliver outcomes
• Develop and maintain strong, productive relationships with customers, holding regular success reviews to understand their contact center operations, business goals, and success criteria
• Drive adoption and value realization, including AI driven capabilities, by connecting NiCE CX technology to customer business outcomes and ROI
• Build trusted advisor relationships, demonstrating a strong understanding of Dutch business culture and customer expectations
• Partner with NiCE CX teams (Technical Support, Professional Services, Product, Engineering, etc.) to ensure issues, requests, and initiatives are progressing effectively and within SLA
• Demonstrate strong working knowledge of NiCE CX products and associated technologies, particularly those used by assigned customers
• Maintain currency in contact centre, AI, cloud, and digital customer experience technologies and trends
• Gain a deep understanding of each customer’s environment, identify success gaps and opportunities, and propose solutions that accelerate adoption and business impact
• Develop and deliver tailored presentations that articulate usage, adoption, realized benefits, ROI, opportunities, and next steps
• Proactively manage customer health, risks, and escalations, ensuring a consistently positive customer experience
• Support customers through go live and post go live phases, building confidence and momentum as they mature in their use of the platform
• Contribute to high customer satisfaction and Net Promoter Scores (NPS) across the assigned portfolio
• Travel up to 25–30%, to support customer success activities
Have you got what it takes?
• Bachelor’s Degree in Computer Science, Business Information Systems, or similar field, or equivalent work experience
• 6+ years’ experience in Customer Success, Technical Account Management, Service Delivery, or similar customer facing roles within SaaS, telecommunications, or contact centre environments
• Strong ability to translate technical and AI driven capabilities into business value and outcomes
• Excellent analytical, problem solving, and customer engagement skills
• Proven experience managing multiple customer accounts simultaneously
• Excellent communication skills, both verbal and written
• Ability to work effectively in a fast paced, customer centric environment
• Proficient in Microsoft Office applications
• Able to work independently with minimal supervision
• Strong working knowledge of contact center platforms, functionality, and design
• Experience balancing technical discussions while maintaining strong executive level business relationships
You will have an advantage if you also have:
• Understanding of networking, VoIP, and contact centre infrastructure
• Knowledge of TCP/IP, SIP signalling, and telecommunications architecture
• Familiarity with databases, SQL concepts, or scripting fundamentals
• Experience with AI, analytics, automation, or digital CX technologies
• Analytical, inquisitive, service oriented mindset with a collaborative approach
• Dutch language skills (highly desirable but not essential)
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.
So, what’s the role all about?
The Customer Success Manager (CSM) engages with customers early, even before go-live, and supports them throughout their lifecycle to drive adoption, measurable ROI, and long-term success. CSMs are experienced, technically skilled professionals who manage complex, often enterprise-level accounts while promoting AI-driven capabilities and enhancing customer experience. They act as strategic partners and advocates, helping customers optimize their use of NiCE solutions and build strong, lasting relationships. The role requires close collaboration with internal teams and regular customer interaction across multiple channels, including occasional travel for on-site engagement and executive alignment.
on, and satisfaction.
How will you make an impact
• Act as the single point of ownership for customer success across assigned accounts, coordinating NiCE CX resources as needed to deliver outcomes
• Develop and maintain strong, productive relationships with customers, holding regular success reviews to understand their contact center operations, business goals, and success criteria
• Drive adoption and value realization, including AI driven capabilities, by connecting NiCE CX technology to customer business outcomes and ROI
• Build trusted advisor relationships, demonstrating a strong understanding of Dutch business culture and customer expectations
• Partner with NiCE CX teams (Technical Support, Professional Services, Product, Engineering, etc.) to ensure issues, requests, and initiatives are progressing effectively and within SLA
• Demonstrate strong working knowledge of NiCE CX products and associated technologies, particularly those used by assigned customers
• Maintain currency in contact centre, AI, cloud, and digital customer experience technologies and trends
• Gain a deep understanding of each customer’s environment, identify success gaps and opportunities, and propose solutions that accelerate adoption and business impact
• Develop and deliver tailored presentations that articulate usage, adoption, realized benefits, ROI, opportunities, and next steps
• Proactively manage customer health, risks, and escalations, ensuring a consistently positive customer experience
• Support customers through go live and post go live phases, building confidence and momentum as they mature in their use of the platform
• Contribute to high customer satisfaction and Net Promoter Scores (NPS) across the assigned portfolio
• Travel up to 25–30%, to support customer success activities
Have you got what it takes?
• Bachelor’s Degree in Computer Science, Business Information Systems, or similar field, or equivalent work experience
• 6+ years’ experience in Customer Success, Technical Account Management, Service Delivery, or similar customer facing roles within SaaS, telecommunications, or contact centre environments
• Strong ability to translate technical and AI driven capabilities into business value and outcomes
• Excellent analytical, problem solving, and customer engagement skills
• Proven experience managing multiple customer accounts simultaneously
• Excellent communication skills, both verbal and written
• Ability to work effectively in a fast paced, customer centric environment
• Proficient in Microsoft Office applications
• Able to work independently with minimal supervision
• Strong working knowledge of contact center platforms, functionality, and design
• Experience balancing technical discussions while maintaining strong executive level business relationships
You will have an advantage if you also have:
• Understanding of networking, VoIP, and contact centre infrastructure
• Knowledge of TCP/IP, SIP signalling, and telecommunications architecture
• Familiarity with databases, SQL concepts, or scripting fundamentals
• Experience with AI, analytics, automation, or digital CX technologies
• Analytical, inquisitive, service oriented mindset with a collaborative approach
• Dutch language skills (highly desirable but not essential)
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.