Vice President, Customer Success

Summary

Join NICE as the Vice President of Customer Success for the Strategic Segment, a senior leadership role overseeing the success of major clients generating hundreds of millions in revenue. Lead a team of Technical Account Managers and Customer Success professionals, driving exceptional business outcomes and fostering strong relationships. This position demands a proven leader who balances strategic oversight with operational excellence, leveraging cross-functional collaboration. The ideal candidate excels in building high-performing teams, fostering innovation, and aligning with organizational goals. You will define and execute the vision for customer success, partner with various teams, and manage the P&L for the segment. This is a unique opportunity to lead a vital business segment, working with globally recognized brands.

Requirements

• 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

Responsibilities

• Define and execute the vision for customer success within the Strategic Segment, ensuring alignment with company-wide objectives and business priorities
• Partner effectively with Sales, Services, Product, and R&D teams to deliver on customer outcomes and drive innovation
• Build, mentor, and inspire a high-performing, customer-focused team. Foster a culture of accountability, innovation, and engagement
• 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
• Identify and implement scalable frameworks, processes, and technology enhancements to improve team efficiency and customer outcomes
• Serve as an executive point of contact for strategic accounts, ensuring satisfaction and acting as a trusted advisor
• Conduct regular one-on-one meetings with direct reports, track progress against goals, and provide coaching and feedback to support growth
• 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

Preferred Qualifications

• 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

Benefits

• 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