---
title: 'Product Customer Success Manager at NICE'
canonical: 'https://feeny.ai/job/product-customer-success-manager-nice-london-70krqs9qfhhb'
type: 'job'
last_seen: '2026-10-13'
---

# Product Customer Success Manager at NICE

- **Company:** NICE
- **Location:** London, United Kingdom
- **Posted:** 2026-06-02
- **Last confirmed live:** 2026-10-13
- **Apply:** https://boards.eu.greenhouse.io/nice/jobs/4877490101?gh_jid=4877490101

## Job description

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.

#LI-Hybrid

## 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.

## About NICE

## Company Overview
- **One-liner**: NICE provides AI-powered cloud platforms that automate customer service and workforce engagement, enabling organizations to deliver extraordinary customer experiences.
- **Entity Type**: Public (NASDAQ: NICE)
- **Headquarters**: Ra'anana, Israel (Global HQ); Hoboken, New Jersey, USA (Americas HQ) – locations listed in careers page indicate dual HQ presence.
- **Founded**: Not explicitly stated in provided search results (commonly known as 1986, but no source in this data)
- **Founders**: Not publicly available from provided sources

## Core Business
- **Primary industries**: Contact center software, customer experience (CX) automation, workforce engagement management, financial crime and compliance (via NICE Actimize), public safety (policing and criminal justice).
- **Target customers**: B2B – enterprise, mid-market, and small-to-medium businesses across industries; also government and financial institutions.
- **Mission/purpose**: To transform the world with AI that puts people first – automating engagements into proactive, safe, intelligent actions.

## Products & Services
- **NICE CXone**: Cloud-native contact center as a service (CCaaS) platform with AI-powered self-service, routing, workforce engagement management, and analytics.
- **NICE Actimize**: Financial crime, risk, and compliance solutions for over 1,000 financial institutions.
- **NICE Inform / Justice**: Solutions for public safety, policing, and criminal justice operations (30,000+ agencies).
- **AI & Automation Layer**: Purpose-built CX AI embedded across all products, including proactive AI agents, knowledge management, and digital self-help across 30+ channels.

## Market Standing
- **Valuation/Market Cap**: Not directly provided in search results.
- **Key Metric**: Annual Revenue (Non-GAAP) of **$2.735 billion** (FY 2024), with 15% year-over-year growth.
- **Notable Investors/Partners**: Not listed in provided materials; however, NICE has a large partner ecosystem and is trusted by over 27,000 customers, including >85% of the Fortune 100.
- **Growth Signals**:
  - 10,000+ employees, including >3,000 software engineers and 650 AI engineers.
  - Named a Leader in Gartner Magic Quadrant for CCaaS for 11th consecutive year (2025).
  - Forrester Research named NICE the industry CCaaS Leader with strongest offering and strategy.
  - 25 billion+ interactions powered annually.
  - Strong financials: Non-GAAP operating income of $850M (31.1% margin), cash from operations $833M.

## Competitive Advantages
- **30+ years of leadership** in the contact center and CX space with a proven track record of enabling digital transformations.
- **Massive R&D investment**: >3,300 R&D professionals and 650 dedicated AI engineers; 195+ patents.
- **Comprehensive, unified suite**: Combines AI self-service, routing, workforce management, and analytics on one cloud-native platform.
- **Global scale**: 27,000 customers across 150+ countries, 27 local offices.
- **Partner community**: Industry’s largest community of CX partners for customization and extension.

## Strategic Focus
- Deepening AI-native capabilities (proactive agents, automation at scale).
- Expanding digital-first contact center adoption and migrating on-premise customers to cloud.
- Targeting vertical markets (financial services, public safety) with specialized solutions.
- Continued investment in R&D and innovation – maintaining market leadership in CCaaS and workforce engagement.

## Why Work Here
- **Culture**: “Based on respect and teamwork”, strives for excellence, encourages out-of-the-box thinking and rewards excellence – both individual and collective growth.
- **Flexibility**: NiCE-FLEX hybrid model (2 days in office, 3 days remote) for most roles; fully remote options for customer-facing positions.
- **Learning & Development**: Comprehensive online learning platforms, external certifications, conferences, leadership workshops, and an annual global career development event.
- **Internal mobility**: Strongly encouraged – employees can move to new roles, relocate internationally, or pivot to new disciplines.
- **Benefits**: Comprehensive health insurance (including family), pension schemes, flexible working hours, global and local holiday celebrations, awards and competitions, and a strong focus on health & safety.
- **Employee Voice**: Regular, confidential engagement surveys managed by an external firm to continuously improve the employee experience.
- **Global community**: Involved in local communities, including the NiCE Code: Coda mentorship program for young girls in coding.

## Sources
1. [NICE Careers Page](https://www.nice.com/careers)
2. [Working @ NiCE](https://www.nice.com/company/corporate-responsibility/working-at-nice)
3. [About NiCE](https://www.nice.com/company/about-us)
4. [NICE Corporate Overview (PDF, Dec 2025)](https://resources.nice.com/wp-content/uploads/2025/12/NiCE-Corporate-Overview-Dec-2025.pdf)
5. [Careers – Apply](https://www.nice.com/careers/apply)

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