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Senior Customer Success Manager

2 hours, 10 minutes ago
United States
Full-time
Senior
Customer Success Manager
Customer and Technical Support
CRM
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 118

Description

  • Own a portfolio of WEM accounts and lead structured adoption programs aligned to client operational goals.
  • Develop and maintain Solution Adoption Plans that track utilization gaps, milestones, and success measures.
  • Lead QBRs and adoption reviews to assess progress, surface risk, and communicate value to stakeholders.
  • Serve as a subject matter expert on WFM and EEM workflows, including scheduling, intraday management, adherence, and self-service.
  • Identify expansion and upsell opportunities by connecting underused capabilities to customer pain points.
  • Partner with TAMs as a center-of-excellence resource and provide escalation support and best-practice guidance.
  • Create playbooks, training materials, and account frameworks to scale adoption knowledge across the TAM community.
  • Collaborate with Product, Support, and Professional Services to remove adoption blockers and share customer feedback.
  • Support onboarding and handover processes to ensure smooth account transitions and consistent adoption methodology.
  • Maintain account health records, adoption metrics, and client-facing deliverables such as roadmaps and executive briefings.

Requirements

  • 5+ years of experience in Customer Success, Solution Consulting, or a WFM/WEM-adjacent role within a SaaS or contact center technology environment.
  • Hands-on experience with IEX WFM, CXone WFM, EEM, ESP, or comparable enterprise WFM platforms.
  • Experience managing a portfolio of complex enterprise accounts with multiple stakeholders.
  • Track record of building and executing structured adoption or engagement programs at scale.
  • Deep understanding of contact center operations, including forecasting, scheduling, real-time management, adherence, and intraday workflows.
  • Strong consultative and communication skills with the ability to present to operational users and senior leadership.
  • Highly organized with experience managing multiple competing priorities across a large account portfolio.
  • Comfortable producing client-facing deliverables such as decks, roadmaps, and recommendation documents.
  • Collaborative mindset with the ability to influence across TAM, Product, and Support teams.
  • Preferred experience in solution adoption, enablement, or value consulting within a WEM or CCaaS vendor, familiarity with NiCE CXone and the broader WEM ecosystem, experience leading internal enablement programs, and proficiency with CRM/CS tools and adoption tracking frameworks.

Interested in this position?

Apply directly on the company website

Apply Now

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