Product Customer Success Manager

The role

The Product Customer Success Manager partners with enterprise clients to ensure they realize measurable business value from Proactive AI Agent. This role involves owning outcomes across complex, strategic accounts using data analysis and customer-facing experience.

What you will do

• Own a book of enterprise and strategic customers to ensure contract value and manage renewal risk
• Analyze customer, journey, and operational data to identify trends, risks, and opportunities
• Translate data into executive-ready insights and recommendations
• Build and maintain customer success plans aligned to business outcomes and KPIs
• Partner with customers to define, prioritize, and evolve AI-driven journeys
• Gather and document customer business and technical requirements
• Create customer-specific technical specification documents
• Design and evolve customer journeys that leverage GenAI-based capabilities
• Lead Quarterly Business Reviews
• Coordinate cross-functional delivery with Professional Services, Product, and Sales

Required qualifications

• Bachelor’s degree
• Experience managing complex, customer-facing projects
• Experience creating customer-facing or internal technical specifications or requirements documentation
• Strong analytical skills; comfortable working with raw or imperfect data in Excel or similar tools
• Ability to explain data-driven insights clearly to non-technical audiences
• Experience working with large, process-driven organizations
• Strong communication and stakeholder management skills
• Commercial awareness and comfort supporting renewal and expansion motions

Nice to have

• Experience in SaaS, AI, CX environments
• Experience delivering or supporting executive-level business reviews
• Experience designing or supporting customer journeys that leverage GenAI or large language model–based capabilities
• Formal project management training or certification (e.g., PMP)

About the company

NICE Ltd. software products are used by 25,000+ global businesses to deliver customer experiences, fight financial crime and ensure public safety. The company is an innovation powerhouse in AI, cloud and digital with over 8,500 employees across 30+ countries.