About the job
At NiCE, we embrace challenges and strive to exceed our limits. We are ambitious, transformative, and committed to winning. Setting the highest standards is our norm, and we consistently deliver beyond expectations. If you share our passion, we present an exceptional career opportunity that will ignite your professional journey.
Director of Customer Success
(Enterprise & Regulated Markets)
Role Overview
At NiCE, our approach to customer success transcends mere adoption; it focuses on achieving repeatable, customer-centric results within complex enterprise and regulated environments.
We seek a Director of Customer Success to architect, lead, and institutionalize the operational framework that transforms agreements into achieved success. This position is responsible for the frameworks, governance, and cross-functional coordination that enable our customers and partners to deploy, adopt, and derive value from NiCE’s Interaction Analytics, Workforce Management, and comprehensive CX platform.
This senior-level position operates at the nexus of Services, Partners, Delivery, and Product. You will excel as both:
- A strategic leader defining the success model, metrics, and operational cadence, and
- A hands-on executive operator engaged in discovery, workshops, governance, and high-stakes discussions with senior customers and partners.
Your Impact
Ownership of the Success Operating Model
- Define and enhance NiCE’s EMEA enterprise customer success framework, encompassing onboarding, deployment readiness, time-to-value, adoption, and transition to value realization.
- Establish clear implementation pathways for direct, partner-led, and hybrid delivery models.
- Design and oversee the operating model for enterprise and regulated customers, which includes:
- Partner segmentation and role clarity
- Deployment readiness and standards
- Enablement pathways, playbooks, and delivery assets
- Collaborate closely with GSIs, consultancies, niche delivery partners, and technology partners to mitigate delivery risks and expedite adoption.

