Vice President, Customer Success

So, what’s the role all about?

The Vice President of Customer Success for the Strategic Segment is a senior leadership position responsible for overseeing the success of our largest customers, who represent hundreds of millions of dollars in revenue and include some of the world's most recognizable brands. The VP will lead a team of Technical Account Managers and Customer Success professionals, driving outstanding business outcomes and strengthening long-term relationships.

This role requires a proven leader who can balance strategic oversight with operational excellence, leveraging cross-functional collaboration to deliver exceptional value. The ideal candidate will excel in building high-performance teams, fostering innovation, and maintaining alignment with organizational goals.

How will you make an impact?

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

Financial Accountability:

• 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.

Have you got what it takes?

Required:

• 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.

Preferred:

• 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.

Travel and Flexibility:

• This role may require domestic and occasional international travel.

Why Join Us?

This is a unique opportunity to lead a vital business segment, working with globally recognized brands to deliver exceptional outcomes. You will have the chance to shape the future of customer success within our organization while driving innovation and creating meaningful impact for our customers.

What’s in it for you?

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. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

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Role Type: Individual Contributor