Product Customer Success Manager
At a glance
Mid-level Customer Success role at NICE. London.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Manage enterprise and strategic accounts, protecting contract value and addressing renewal risk early
- Use customer, journey, and operational data to surface risks, trends, and growth opportunities
- Create success plans and technical specifications that connect AI-driven journeys to business outcomes
- Lead quarterly reviews with performance findings and recommendations, while coordinating delivery across teams
- Support renewals and expansions with evidence-based business cases and senior stakeholder guidance
What you bring
- A bachelor’s degree plus experience handling complex projects with customers
- Background managing post-sale relationships and outcomes for enterprise or strategic accounts
- Experience writing technical requirements or specifications for implementation work
- Strong Excel or similar-tool analysis skills, including work with incomplete or messy data
- Clear communication, stakeholder management, and commercial judgment around renewals and expansions
Who this fits
You’ll suit an individual-contributor role that combines enterprise customer ownership, data analysis, implementation documentation, and executive communication. The position is based in London and centers on strategic accounts, customer outcomes, quarterly reviews, and AI-enabled journey design.
From the employer
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?
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.
How will you make an impact?
- 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
This role is ideal for someone who has:
- Managed post-sale customer relationships for enterprise or strategic accounts
- Owned customer outcomes, not just implementations or tickets
- Used data analysis to guide customer decisions and executive conversations
- Participated in renewals, expansions, or commercial planning
- Presented insights and recommendations directly to customer stakeholders
Have you got what it takes?
- 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
- Experience in SaaS, AI, CX environments
- Experience delivering or supporting executive-level business reviews
- Experience designing or supporting customer journeys that leverage GenAI or large language model–based capabilities, including defining prompts, constraints, and fallback behaviors
- Formal project management training or certification (e.g., PMP), applied in a customer-facing delivery or success role
Requisition ID: 11018
Reporting into: Manager, Product Customer Success
Job type: Individual contributor.
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.
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