Customer Success Manager – Enterprise, Data-Driven

Job Description

Take charge of a portfolio of enterprise and strategic customers, guaranteeing contract value achievement and actively handling renewal risks. Scrutinize customer, journey, and operational data to pinpoint patterns, risks, and opportunities. Convert data into straightforward insights and suggestions suitable for executives. Develop and oversee customer success strategies aligned with business objectives and key performance indicators (KPIs). Collaborate with clients to outline, prioritize, and advance AI-driven approaches that yield significant results. Compile and record customer business and technical needs, and draft client-specific technical specifications to aid implementation and execution. Construct and refine customer experiences utilizing GenAI-based functionalities. Conduct Quarterly Business Reviews, delivering performance updates, insights, and proposals for subsequent actions. Organize cross-functional execution with Professional Services, Product, and Sales teams. Bolster renewal and expansion discussions with compelling data-driven business justifications. Serve as a dependable advisor to top-tier client decision-makers.

Qualifications

1. Managed post-sale customer relationships for enterprise or strategic accounts. 2. Owned customer outcomes, not just implementations or tickets. 3. Used data analysis to guide customer decisions and executive conversations. 4. Participated in renewals, expansions, or commercial planning. 5. Presented insights and recommendations directly to customer stakeholders. 6. Bachelor’s degree 7. Experience managing complex, customer-facing projects 8. Experience creating customer-facing or internal technical specifications or requirements documentation in support of implementations 9. Strong analytical skills; comfortable working with raw or imperfect data in Excel or similar tools 10. Ability to explain data-driven insights clearly to non-technical audiences 11. Experience working with large, process-driven organizations 12. Strong communication and stakeholder management skills 13. Commercial awareness and comfort supporting renewal and expansion motions

Benefits

- Join an ever-growing, market disrupting, global company - Maximum flexibility with NICE-FLEX hybrid model - Continuous learning opportunities