Director, Customer Success

📋 Description

• Lead, coach and develop a global team of approximately 26 Customer Success Managers across
• Set the global Customer Success strategy and translate it into clear priorities, standards and
• Own and continuously evolve the global Customer Success methodology, operating model, processes
• Establish a consistent framework for customer planning, onboarding, adoption, value realisation
• Coach CSMs to become stronger strategic customer leaders, developing their capabilities across
• Provide constructive challenge to CSMs and regional leaders, raising the quality and consistency of

🎯 Requirements

• Significant senior leadership experience within Customer Success, ideally gained in B2B SaaS
• Proven experience leading geographically distributed Customer Success teams, ideally at a scale
• Deep expertise in Customer Success strategy, operating models, methodologies, processes, tooling
• A strong track record of coaching and developing Customer Success Managers and building high
• Experience establishing, transforming or scaling Customer Success processes and standards during
• A strong understanding of customer value realisation, product adoption, retention, renewals

🎁 Benefits

• Join an ever growing, market disrupting global company where the teams, comprised of the best of
• At NiCE, every day is an opportunity to learn, grow and make an impact. As the market leader, there