Lead Customer Success Manager

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.
Lead Customer Success Manager
So, what's the role all about?
This is where genuinely good people go to become exceptional. Our Lead Customer Success Managers already have the fundamentals nailed – they can build a relationship, read a room, and hold their own with a customer. What they’re hungry for is the next level: more range, more complexity, and the reputation that comes from proving they can handle it.
You’ll take ownership of a variety of accounts across the NiCE portfolio, building the kind of trust that means customers and partners come to you first. Programme delivery, governance, and technical execution sit with our specialist teams – your job is to be the constant thread that keeps the customer’s priorities, expectations, and experience front and centre, whatever is happening behind the scenes.
This isn’t a role for someone who’s happy where they are. It’s for someone who’s already good, knows it, and is actively building toward being one of the best – someone with a real appetite to grow their scope, sharpen their instincts, and take on the trickier conversations rather than duck them.
You’ll work closely with Sales, Delivery, Product, and every team working behind the scenes, alongside our Principal CSMs and senior leaders who’ll push you and back you as you build your own reputation. Interaction with customers spans phone, email, chat, and video, with regular face-to-face engagement where it counts, and travel to be in the room for the moments that matter.
How will you make an impact?
Build a genuine reputation across your portfolio as the person customers and partners trust to sort things out
Get comfortable in the room – business reviews, escalations, tougher conversations – and keep pushing yourself to handle bigger and more complex ones
Grow real relationships with senior stakeholders, moving from useful contact to trusted advisor over time
Translate what our programme, governance, and technical teams are delivering into language and value customers actually care about
Stay genuinely curious about new technology and AI-driven capability – learn fast, ask good questions, and build credibility as you go
Start balancing commercial acumen with customer advocacy, learning where to hold firm and where to flex
Spot risk and opportunity early, and build the judgement to know when to solve it yourself and when to pull in help
Take on renewal, growth, and expansion conversations with increasing confidence and commercial edge
Look for chances to influence beyond your own patch, and start shaping how others around you approach customer success
Own your story – usage, adoption, ROI, and what’s next – and get sharper at telling it to senior audiences
Travel to be in front of customers and partners when it counts, because some relationships are only really built in person
Have you got what it takes?
A strong track record in customer success, account management, or a similarly customer-facing role – you’ve done this well, and you want to do it at a higher level