Customer Success Manager - Enterprise (Data-Driven)

Customer Success Manager – Enterprise (Data-Driven)USA - RemoteAt 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 realize 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 managedAnalyze customer, journey, and operational data to identify trends, risks, and opportunitiesTranslate data into clear, executive-ready insights and recommendationsBuild and maintain customer success plans aligned to business outcomes and KPIsPartner with customers to define, prioritize, and evolve AI-driven journeys that deliver measurable valueGather 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 deliveryDesign 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 specificationsLead Quarterly Business Reviews, presenting performance, insights, and next-step recommendationsCoordinate cross-functional delivery with Professional Services, Product, and SalesSupport renewal and expansion conversations with data-backed business casesAct as a trusted advisor to senior client stakeholders, balancing strategic guidance with executionHave you got what it takes?Managed post-sale customer relationships for enterprise or strategic accountsOwned customer outcomes, not just implementations or ticketsUsed data analysis to guide customer decisions and executive conversationsParticipated in renewals, expansions, or commercial planningPresented insights and recommendations directly to customer stakeholdersBachelor's degreeExperience managing complex, customer-facing projectsExperience creating customer-facing or internal technical specifications or requirements documentation in support of implementationsStrong analytical skills; comfortable working with raw or imperfect data in Excel or similar toolsAbility to explain data-driven insights clearly to non-technical audiencesExperience working with large, process-driven organizationsStrong communication and stakeholder management skillsCommercial awareness and comfort supporting renewal and expansion motionsYou will have an advantage if you also have:Experience in SaaS, AI, CX environmentsExperience delivering or supporting executive-level business reviewsExperience designing or supporting customer journeys that leverage GenAI or large language model–based capabilities, including defining prompts, constraints, and fallback behaviorsFormal project management training or certification (e.g., PMP), applied in a customer-facing delivery or success roleWhat's in it for you?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! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!Enjoy NICE-FLEX!At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.About CognigyNiCE 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.