Teams at NICE

Lead a global team of approximately 26 Customer Success Managers across multiple regions. Set and scale the global Customer Success strategy, methodology, operating model, governance, KPIs, playbooks, and performance standards. Coach CSMs, improve customer value realization, adoption, retention, renewals, and expansion, and partner with Sales, Product, Professional Services, Support, and Engineering. Serve as a senior escalation point and represent Customer Success in executive decision-making.

Design, develop, and maintain scalable automation frameworks and tooling to provision and manage cloud and hybrid infrastructure. Build Python-based IaC generation with Jinja2 and Terraform, maintain Puppet modules for Linux/Windows, develop PowerShell automation for Windows/AD, integrate automation with CI/CD, implement testing for infrastructure code, and partner with platform teams to drive operational excellence and documentation.

The Product Customer Success Manager owns enterprise client relationships, ensuring value realization and renewal management through data analysis. Responsibilities include building customer success plans, providing executive insights, leading business reviews, and coordinating cross-functional delivery.