{"id":72425,"url":"https://alion.io/job/nice-product-customer-success-manager-2","title":"Product Customer Success Manager","company":{"id":6234,"name":"NICE","domain":"nice.com","url":"https://alion.io/company/nice","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":89,"open_postings":22,"ghost_share":0,"stale_share":0.455,"repost_share":0,"time_to_fill_p50_days":56,"computed_at":"2026-10-21T05:46:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":41000,"max_usd":105000,"period":"year","method":"role_country_seniority_unknown","sample_n":213},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"LLM Guardrails","optional":false}],"status":"live","first_seen_at":"2026-06-02T08:42:58Z","employer_posted_date":"2026-08-28","last_verified_at":"2026-10-21T14:22:55Z","board_verified":true,"closed_at":null,"days_open":141,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":141},"description":"At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.\nSo, What's the role all about?\nOur Customer Success team partners with enterprise clients to ensure they realise measurable business value from their investment in Proactive AI Agent. This role is ideal for someone who combines strong data analysis skills with deep customer-facing experience, and who is comfortable owning outcomes across complex, strategic accounts. \nHow will you make an impact?\nOwn a book of enterprise and strategic customers, ensuring contract value is realized and renewal risk is proactively managed\nAnalyze customer, journey, and operational data to identify trends, risks, and opportunities\nTranslate data into clear, executive-ready insights and recommendations\nBuild and maintain customer success plans aligned to business outcomes and KPIs\nPartner with customers to define, prioritize, and evolve AI-driven journeys that deliver measurable value\nGather and document customer business and technical requirements, and create customer-specific technical specification documents (defining scope, data inputs, logic/flows, dependencies, and success criteria) to guide implementation and delivery\nDesign and evolve customer journeys that leverage GenAI-based capabilities, including defining use cases, guardrails, escalation logic, and success criteria, and reflecting these requirements in technical specifications\nLead Quarterly Business Reviews, presenting performance, insights, and next-step recommendations\nCoordinate cross-functional delivery with Professional Services, Product, and Sales\nSupport renewal and expansion conversations with data-backed business cases\nAct as a trusted advisor to senior client stakeholders, balancing strategic guidance with execution \nThis role is ideal for someone who has: \nManaged post-sale customer relationships for enterprise or strategic accounts\nOwned customer outcomes, not just implementations or tickets\nUsed data analysis to guide customer decisions and executive conversations\nParticipated in renewals, expansions, or commercial planning \nPresented insights and recommendations directly to customer stakeholders \nHave you got what it takes?\nBachelor’s degree \nExperience managing complex, customer-facing projects\nExperience creating customer-facing or internal technical specifications or requirements documentation in support of implementations\nStrong analytical skills; comfortable working with raw or imperfect data in Excel or similar tools\nAbility to explain data-driven insights clearly to non-technical audiences\nExperience working with large, process-driven organizations\nStrong communication and stakeholder management skills\nCommercial awareness and comfort supporting renewal and expansion motions \nNice to Have \nExperience in SaaS, AI, CX environments\nExperience delivering or supporting executive-level business reviews\nExperience designing or supporting customer journeys that leverage GenAI or large language model-based capabilities, including defining prompts, constraints, and fallback behaviors\nFormal project management training or certification (e.g., PMP), applied in a customer-facing delivery or success role \nRequisition ID: 11018\nReporting into: Manager, Product Customer Success\nJob type: Individual contributor.\n About NiCE\nNICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions. \nKnown as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries. \nNiCE is proud to be an equal opportunity employer. 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