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Director, Customer Success, CX

2 hours, 7 minutes ago
United States
Full-time
Executive
Customer Success Manager
Customer and Technical Support
Salesforce
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 125

Description

  • Build and maintain strong relationships with senior client executives as a strategic advisor and customer advocate.
  • Own the full post-sale customer lifecycle, including onboarding, adoption, optimization, and renewal.
  • Conduct Executive Business Reviews and develop measurable success plans tied to customer business outcomes.
  • Maintain strong customer satisfaction and loyalty through proactive engagement and fast issue resolution.
  • Manage a portfolio of strategic accounts representing more than $10M in ARR.
  • Drive net revenue retention through upsell, cross-sell, and renewal strategies.
  • Partner with Sales, Professional Services, Value Realization Services, and Product teams to identify expansion opportunities.
  • Lead customer transformation initiatives by driving adoption of AI, automation, and platform features.
  • Develop and execute strategic account plans with clear goals, timelines, and success criteria.
  • Lead matrixed internal teams to deliver service, resolve risks and blockers, and support value realization.

Requirements

  • Bachelor’s degree in Business, IT, or a related field required; MBA preferred.
  • 10+ years of experience in Customer Success, Account Management, or Professional Services within SaaS or CCaaS.
  • 5+ years of experience with NICE CXone or comparable platforms such as Genesys, Five9, or Talkdesk.
  • Proven success managing large, strategic enterprise clients with global footprints.
  • Expertise in contact center operations, cloud migration, and AI/automation adoption.
  • Strong understanding of NICE CXone architecture and tools including ACD, WFO, WEM, Enlighten AI, and Analytics.
  • Excellent stakeholder management, communication, and presentation skills, including comfort engaging with C-suite leaders.
  • Analytical experience using Salesforce, reporting dashboards, and strategic planning frameworks.
  • Demonstrated ability to lead through influence in matrixed environments and manage multiple competing priorities.
  • Ability to travel up to 25% for customer meetings, strategy sessions, and industry events.

Benefits

  • Opportunity to work for a global market leader with a fast-paced, collaborative, and creative environment.
  • Access to ongoing learning and growth opportunities.
  • Endless internal career opportunities across multiple roles, disciplines, domains, and locations.
  • Equal opportunity employer committed to fair consideration for all qualified applicants.

Interested in this position?

Apply directly on the company website

Apply Now

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