--- title: 'VP, Customer Success at NICE' canonical: 'https://feeny.ai/job/vp-customer-success-nice-united-states-73fqmf3sk2n6' type: 'job' last_seen: '2026-09-15' --- # VP, Customer Success at NICE - **Company:** NICE - **Location:** United States - **Work type:** remote - **Posted:** 2026-08-13 - **Last confirmed live:** 2026-09-15 - **Apply:** https://boards.eu.greenhouse.io/nice/jobs/4952634101?gh_jid=4952634101 ## 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? The Vice President of Customer Success for the Strategic Segment is a senior leadership position responsible for overseeing the success of our largest customers, who represent hundreds of millions of dollars in revenue and include some of the world's most recognizable brands. The VP will lead a team of Technical Account Managers and Customer Success professionals, driving outstanding business outcomes and strengthening long-term relationships. This role requires a proven leader who can balance strategic oversight with operational excellence, leveraging cross-functional collaboration to deliver exceptional value. The ideal candidate will excel in building high-performance teams, fostering innovation, and maintaining alignment with organizational goals. How will you make an impact? - Strategic Leadership: Define and execute the vision for customer success within the Strategic Segment, ensuring alignment with company-wide objectives and business priorities. - Cross-Functional Collaboration: Partner effectively with Sales, Services, Product, and R&D teams to deliver on customer outcomes and drive innovation. - Team Development: Build, mentor, and inspire a high-performing, customer-focused team. Foster a culture of accountability, innovation, and engagement. - Customer Success Metrics: Maintain and improve key performance indicators, including: - Net Promoter Score (NPS) - Transactional Customer Satisfaction (CSAT) - Customer Retention - Referenceability - Account P&L - Achievement of customer business objectives - Customer health scores - Support for upsell, cross-sell, and renewal efforts - Process Improvement: Identify and implement scalable frameworks, processes, and technology enhancements to improve team efficiency and customer outcomes. - Customer Advocacy: Serve as an executive point of contact for strategic accounts, ensuring satisfaction and acting as a trusted advisor. - Performance Management: Conduct regular one-on-one meetings with direct reports, track progress against goals, and provide coaching and feedback to support growth. Financial Accountability: - Own the P&L for the Strategic Segment, managing staffing costs, travel expenses, and other budgetary considerations. - Oversee billing practices and ensure compliance with invoicing protocols. - Approve credits or adjustments as needed to maintain customer satisfaction while upholding financial integrity. Have you got what it takes? Required: - Bachelor’s degree in Business, Finance, Technology, or a related field (or equivalent work experience). - 15+ years of experience in customer service, contact centers, or B2B technology. - 10+ years of experience leading high-performance teams. - Proven experience managing relationships with Fortune 500 brands. - Exceptional ability to lead cross-functional initiatives and influence outcomes across Sales, Services, and Product teams. - Strong understanding of customer success metrics and KPIs, with a track record of maintaining and improving performance. - Comfortable explaining and discussing software concepts with enterprise-level customers. Preferred: - Leadership experience in a SaaS company. - Master’s degree in Business, Finance, or a related field. - Familiarity with SaaS tools like Salesforce and Gainsight. - Experience with contact center technologies, premise-to-cloud migrations, or enterprise software support. Travel and Flexibility: - This role may require domestic and occasional international travel. Why Join Us? This is a unique opportunity to lead a vital business segment, working with globally recognized brands to deliver exceptional outcomes. You will have the chance to shape the future of customer success within our organization while driving innovation and creating meaningful impact for our customers. What’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! Requisition ID:  11610 Role Type: Vice President ## 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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