{"id":2446101,"url":"https://alion.io/job/nice-product-customer-success-manager-3","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":"B","score":84,"open_postings":27,"ghost_share":0,"stale_share":0.63,"repost_share":0,"time_to_fill_p50_days":55,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom","United Kingdom"],"countries":["GB"],"hiring_countries":["GB"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":35000,"max_usd":90000,"period":"year","method":"role_country_seniority_unknown","sample_n":221},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-13T12:23:27Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-30T20:51:20Z","board_verified":true,"closed_at":null,"days_open":17,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":17},"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.\nRegion: US, UK, PH \nLocation: Remote \nReports To: Manager, Product Customer Success \n\nThe Customer Success Team \nWith a presence in the USA, UK and Philippines, the Customer Success Team manages clients across North America and Europe, with the expectation of adding further clients in the APAC region. It is responsible for ensuring the client gains and exceeds the expected business benefits from their existing contract, and for creating a service environment where contract renewal naturally occurs and where contract expansion can be easily achieved. \nRole Purpose \nEnsure ContactEngine is deployed in the most effective way to drive the expected benefits and to work with client stakeholders and ContactEngine teams to enable the long-term growth of the account beyond the current contract horizon. \nKey Responsibilities \nUnderstand the client contract in detail to ensure it is correctly fulfilled and issues are avoided.\nIdentify journeys that will achieve the contract volumes, ensuring that the journeys provide. value to the client and leverage ContactEngine’s capabilities and differentiators.\nMaintain a strategic client success plan, building on their business drivers.\nConstruct business cases for all journeys to guide objectives and prioritization.\nCo-ordinate all activities, enquiries and escalations with the client.\nClearly document and communicate technical configuration requirements.\nDelivery of high quality technical and process architecture.\nHelp customers understand and adopt relevant CE features and functionality. \nIdentify and communicate growth opportunities.\nMonitor and effectively communicate metrics, performance and value.\nDeliver quarterly business reviews internally and to clients.\nProvide technical, customer experience, security and project delivery guidance. \nDevelop operational client stakeholder relationships, becoming a partner and trusted advisor.\nMaintain effective relationships with pre-sales, professional services, and technology teams.\nPartner with the Account Executive. \nExperience and Skills\nUndergraduate degree, or relevant experience.\nProject delivery experience in an IT or customer-facing environment \nProcess mapping and creating business requirements. \nStrong commercial awareness \nNumerate and able to conduct data analysis using Excel or other common tools \nRelationship management experience \nGreat verbal and written communication skills \nExp of working in/with large corporates, navigating/managing processes \nNICE to have\nPostgraduate degree in a technical or business subject \nProject mgt qualification \nExperience of creating business cases \nExperience of data analysis using advanced tools \nFluency in another language \nAttributes \n(Quickly connects with others and can adapt communication styles).\nArticulates technical information clearly and simply. \nLearns quickly\nCan use knowledge in new situations and contexts\nHas a curious and questioning approach. \nTakes accountability and ownership. \nLooks for continuous improvement opportunities. \nSolution-based thinking.\nAble to manage multiple client projects or workstreams concurrently. \nAble to operate under time and stakeholder pressure.#LI-Remote \n\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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