--- title: 'Senior Product Customer Success Manager at NICE' canonical: 'https://feeny.ai/job/senior-product-customer-success-manager-nice-united-kingdom-tys9sswq9fhy' type: 'job' last_seen: '2026-10-20' --- # Senior Product Customer Success Manager at NICE - **Company:** NICE - **Location:** United Kingdom - **Work type:** remote - **Posted:** 2026-10-13 - **Last confirmed live:** 2026-10-20 - **Apply:** https://boards.eu.greenhouse.io/nice/jobs/4999951101?gh_jid=4999951101 ## 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. Job Description Senior Product Customer Success Manager Region: US, UK Location: Remote Reports To: Manager, Product Customer Success The Customer Success Team With a presence in the USA, UK and Philippines, the Customer Success Team manages clients across North America and Europe, with the expectation of adding further clients in the APAC region.  It ensures clients gain and exceed the expected business benefits from their existing contract and creates a service environment where contract renewal naturally occurs and contract expansion can be easily achieved. ## Role Purpose Ensure client accounts are well managed and growing by improving KPIs and customer benefits, increasing embeddedness, and seeking opportunities for new journeys. In addition, this role supports the Manager, Customer Success by training and coaching the more junior and newer team members to increase team skills, together with providing day-to-day direction and support to CSMs for clients within their portfolio. ## Key Responsibilities - Manage multiple accounts/workstreams in a small portfolio. - Deliver complex technical integrations and projects. - Understand clients’ contracts and interpret these to create win-win outcomes and avoid issues. - Maintain a strategic success plan for each client, building on their business drivers. - Develop operational client stakeholder relationships, becoming a partner and trusted advisor. - Help customers understand and adopt relevant CE features and functionality. - Construct and validate business cases. - Deliver quarterly business reviews internally and to clients. - Monitor and effectively communicate metrics, performance and value. - Coach and train CSMs. - Quality assurance of CSM deliverables. - Assist CSMs with client escalations, acting as the first escalation point. - Partner with sales, professional services, and technology teams. - Identify and communicate growth opportunities. - Provide technical, customer experience, security and project delivery guidance. ## Experience and Skills - Undergraduate degree - Proven experience in client account/relationship management, or customer success - Proven experience in technical and customer-facing project delivery, including API integrations - Management of programs or multi-threaded projects - Experience in account renewals/upsells/cross-sells - Significant experience in business analysis and creating business requirements - Strong commercial awareness - Creation of business cases for initiatives and projects and ‘selling’ those to stakeholders - Significant experience in data analysis using Excel or other tools - Great verbal and written communication skills - Experience of working in/with large corporates, navigating/managing processes ## NICE to have - Postgraduate degree in a technical or business subject - Project mgt qualification - Experience in data analysis using advanced tools - Fluency in another language Attributes - Team builder - High EQ, with the ability to quickly connect with others and adapt communication styles - Takes accountability and ownership - Drives continuous improvement - Participates actively in meetings and team communications - Generates ideas - Proactively offers help - Future-focused - Solution-based thinking - Able to articulate technical information clearly and simply - A curious and questioning approach - Able to easily context switch and multitask - Able to operate under time and stakeholder pressure #LI-Remote ## 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. 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