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Director, Customer Success, CX

1 hour, 13 minutes ago
Australia
Executive
Customer Success
Customer and Technical Support
Microservices
Apply Now
Nice Côte d'Azur

Nice Côte d'Azur

Nice Côte d'Azur promotes tourism in the Nice Côte d'Azur region, offering resources for exploring the area and organizing weekend getaways that blend coastal and mountain experiences, while also providing interactive exploration games and multimedia c...

Hotels, Restaurants & Leisure
Founded 1960
View All Jobs 135

Description

  • Define and evolve NiCE’s APAC enterprise customer success framework across onboarding, deployment readiness, time-to-value, adoption, and handover to value realization.
  • Establish clear implementation pathways across direct, partner-led, and hybrid delivery models.
  • Design and run the operating model for enterprise and regulated customers, including partner segmentation, role clarity, deployment standards, enablement pathways, playbooks, and delivery assets.
  • Work closely with GSIs, consultancies, niche delivery partners, and technology partners to reduce delivery risk and accelerate adoption.
  • Own performance visibility through scorecards, readiness indicators, delivery health measures, and adoption outcomes.
  • Establish value-led success planning, including outcomes mapping, stakeholder alignment, and measurable success criteria.
  • Sponsor and facilitate executive-level workshops, QBRs, and operating model sessions with customers and partners.
  • Ensure tight feedback loops between Product, Sales, Services, and Support to remove friction and improve outcomes.
  • Set the operational rhythm for enterprise success, including planning cadence, executive reporting, and escalation paths.
  • Act as a senior escalation point for complex accounts, delivery challenges, and partner misalignment.
  • Partner with sales and partner teams to support pipeline and expansion motions.
  • Represent the voice of the customer internally to influence roadmap, packaging, and go-to-market strategy.

Requirements

  • Extensive experience in Customer Success, Delivery, Consulting, or Partner-led roles within enterprise SaaS, CX, analytics, or regulated technology environments.
  • Proven experience designing and running customer success or partner operating models.
  • Strong background working with enterprise and regulated customers, including complex stakeholders and governance.
  • Demonstrated success supporting or enabling delivery and scale with GSIs, consultancies, resellers, or delivery partners.
  • Comfort operating as a senior individual contributor in discovery sessions, workshops, and executive conversations.
  • Ability to lead by setting direction, defining metrics, establishing cadence, and driving accountability.
  • Ability to navigate and influence matrixed, global organisations.
  • Strong commercial acumen with experience supporting pipeline, expansion, and long-term account value.
  • Data-driven mindset with the ability to build scorecards, dashboards, and performance visibility across adoption, readiness, and outcomes.
  • Executive-level communication skills and the ability to translate complex platforms and data into clear, outcome-focused narratives.
  • Experience across multiple CX or contact-centre platforms such as Interaction Analytics, WFM, QM, or Automation, preferred.
  • Background in change management, operating model design, or enterprise transformation, preferred.
  • Experience influencing product strategy through structured customer and partner feedback, preferred.
  • Track record of building reusable success assets such as playbooks, runbooks, reference architectures, and enablement programmes, preferred.

Benefits

  • Opportunity to work for a global company serving 25,000+ businesses, including 85 of the Fortune 100.
  • Exposure to a senior, high-impact role at the intersection of Services, Partners, Delivery, and Product.
  • Work on enterprise-scale customer success in complex regulated environments.
  • Equal opportunity employer consideration for all qualified applicants.

Interested in this position?

Apply directly on the company website

Apply Now

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