Lead Customer Success Manager

About the role

NiCE is looking for a Lead Customer Success Manager to own the post‑implementation relationship with key CX customers. You will guide customers from go‑live through adoption, ensuring they realize measurable ROI and long‑term success with our AI‑powered contact‑centre platform.

Key responsibilities

• Act as the single point of ownership for customer success across assigned enterprise accounts.
• Develop and maintain strong, productive relationships, conducting regular success reviews to align on business goals and contact‑centre operations.
• Drive adoption of NiCE CX technology, especially AI‑driven capabilities, to deliver measurable business outcomes.
• Coordinate with Sales, Technical Support, Professional Services, Product Management, Engineering and other internal teams to resolve issues and advance initiatives within SLA.
• Travel to customer sites for visits, value reviews and executive engagements as needed.

Required profile

• Proven experience in customer success or account management, preferably with enterprise, high‑touch customers.
• Strong understanding of contact‑centre environments and AI‑enabled solutions.
• Excellent communication skills and ability to build trusted‑advisor relationships, especially within Dutch business culture.

Required skills