Director, Customer Success - Strategic Accounts

Director, Customer Success - Strategic Accounts

United Kingdom - London

AtNiCE, 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.

Director, Customer Success

(Enterprise & Regulated Markets)

What's the role about?

AtNiCE, customer success at scale means more than adoption, it meansrepeatable, customer focused outcomes across complex enterprise and regulated environments.

We are looking for aDirector, Customer Success to design, lead, and embed the operating model that turns signed intosuccessful. This role owns theframeworks, governance, and cross functional alignmentthat ensure customers and partners can consistently deploy, adopt, and realise value from NiCE's Interaction Analytics, Workforce Management, and broader CX platform.

This is asenior rolethat sits at the intersection ofServices, Partners, Delivery, and Product. You will operate comfortably as both:

• Astrategic leaderdefining the success model, metrics, and cadence, and
• Ahands on executive operatorengaging in discovery, workshops, delivery governance, and senior customer and partner conversations when it matters most.

How you'll make an impact Own the success operating model

• Define and evolve NiCE'sEMEA enterprise customer success framework, covering onboarding, deployment readiness, time to value, adoption, and handover to value realisation.
• Establishclear implementation pathwaysacross direct, partner led, and hybrid delivery models.
• Design and run theoperating modelfor enterprise and regulated customers, including:
• Partner segmentation and role clarity
• Deployment readiness and standards
• Enablement pathways, playbooks, and delivery assets
• Work closely with GSIs, consultancies, niche delivery partners, and technology partners to reduce delivery risk and accelerate adoption.
• Ownperformance visibility, including scorecards, readiness indicators, delivery health, and adoption outcomes.

Drive success and adoption

• Establish value led success planning: outcomes mapping, stakeholder alignment, and measurable success criteria.
• Sponsor and facilitateexecutive level workshops, QBRs, and operating model sessionswith customers and partners.
• Ensure tight feedback loops between Product, Sales, Services, and Supportto remove friction and improve outcomes.

Provide governance, cadence, and escalation

• Set theoperational rhythmfor enterprise success: planning cadence, exec reporting, and escalation paths.
• Act as a senior escalation point for complex accounts, delivery challenges, or partner misalignment.
• Ensure consistent execution discipline across regions and delivery models.

Influence growth and expansion

• Partner with sales and partner team to supportpipeline and expansion motions, ensuring success and adoption underpin growth.
• Provide structured insight into adoption, readiness, and delivery risk to support informed commercial decisions.
• Represent thevoice of the customerinternally to influence roadmap, packaging, and go to market strategy.

What you'll bring Experience & background

• Extensive experiencein Customer Success, Delivery, Consulting, or Partner led roles within enterprise SaaS, CX, analytics, or regulated technology environments.
• Proven experiencedesigning and running customer success or partner operating models, not just managing accounts.
• Strong background working withenterprise and regulated customers, including complex stakeholders and governance.
• Demonstrated success supporting or enabling delivery and scale(GSIs, consultancies, resellers, delivery partners).

Leadership & execution

• Comfortable operating as asenior individual contributor(discovery, workshops, exec conversations).
• Equally strong as aleader, setting direction, defining metrics, establishing cadence, and driving accountability.
• Ability to navigate and influencematrixed, global organisations.

Commercial & analytical strength

• Strong commercial acumen, with experience supporting pipeline, expansion, and long term account value.
• Data driven mindset with the ability to buildscorecards, dashboards, and performance visibilityacross adoption, readiness, and outcomes.

Communication & presence

• Executive level communication skills, able to engage credibly with customer, partner, and internal leadership.
• Able to translate complex platforms and data intoclear, outcome focused narratives.

You'll stand out if you also have

• Background inchange management, operating model design, or enterprise transformation.
• Experience influencingproduct strategythrough structured customer and partner feedback.
• Track record of building reusable success assets: playbooks, runbooks, reference architectures, and enablement programmes.

Why this role matters

This role is critical to ensuring NiCE canscale enterprise success without scaling friction- by making delivery readiness, partner execution, and adoptionpredictable and repeatable, not heroic.

About NiCE

NiCE 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.

Known 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.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.