Senior Customer Success Manager – Germany (Munich/Berlin), UK (London)
NiCE is hiring a Senior Customer Success Manager to join our fast-growing, dynamic customer success team! We’re passionate about our work, about our customers, and about the solutions we provide. We’re seeking an energetic, driven, customer-obsessed Senior Customer Success Manager who wants to be part of building something great.
As Senior Customer Success Manager at NiCE, you guide enterprise customers through Cognigy product implementations and ensure outcomes are realized, with opportunities to expand value. You partner with sales, CS, and technical teams to drive retention and expansion, communicating strategic value to executive stakeholders. You leverage AI and enterprise software experience to shape adoption, retention, and customer advocacy in a fast-paced, global environment.
Responsibilities
- Drive customer retention and growth by understanding customer goals and ensuring NiCE delivers on product and service value.
- Establish a trusted advisor relationship with customer executive sponsors, developing strong customer relationships and acting as a customer advocate.
- Help customers implement new Cognigy features and functionality, with a focus on business adoption and positive business outcomes.
- Drive positive business outcomes for customers by translating customer needs into solutions, collaborating with cross-functional teams (e.g., product, sales, marketing, technical support, professional services) to develop and execute comprehensive account plans.
- Partner with sales to ensure customers are set up for renewal and expansion.
- Advocate for customers by proactively identifying product experience gaps and driving enhancements with the Product and Engineering teams.
- Support the company’s continuous improvement initiatives by sharing expertise, providing feedback, and contributing to the development of best practices.
Requirements
- Bachelor’s degree (or higher) in a related field.
- 5+ years of customer-facing experience in Customer Success for enterprise SaaS solutions.
- 3+ years of experience with enterprise software implementation, project management, and customer training.
- Strong understanding of AI, NLP, and conversational AI technologies.
- Excellent communication, presentation, and interpersonal skills.
- Proven ability to build and maintain strong customer relationships, including C-level executives.
- Problem-solving and analytical skills, with the ability to translate technical concepts into business solutions.
- Ability to work independently and as part of a team in a fast-paced, dynamic environment.
- Fluency in English (additional languages are a plus).
- Willingness to travel occasionally to customer sites and company events.
- Experience with the Cognigy platform is a strong plus.
Benefits
- Unlimited Contract
- Competitive Compensation Package
- Flexible Work Schedule
- 30 days of paid vacation
- Laptop and Mobile Phone
- Budget for training and development
If you are a highly motivated, customer-focused individual with a passion for AI and enterprise software, we encourage you to apply!
NiCE has hired over 100 people in the last 12 months, if you are interested in applying for this role, we recommend you apply asap as this role may close early if we receive a high volume of suitable applications.
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