Director, Customer Success

We are seeking a strategic and results-driven Director of Customer Success to lead our Technical Account Managers and Customer Success Managers, working in close liaison with Support to maximize customer value, ensure successful outcomes for our clients, and drive application adoption and customer consumption. This role is key to helping customers achieve measurable business results through the effective use of our SaaS solutions to drive digital transformation in the Criminal Justice System.

• Implementing and refining a comprehensive Customer Success strategy that aligns with company objectives and enhances customer satisfaction.
• Collaborating with customers to understand their operational goals, workflow processes and create tailored value realization plans that drive adoption and consumption of services
• Establishing and tracking key performance indicators (KPIs) to measure customer success and the impact of our solutions, focusing on operational improvement and speed in delivering criminal justice to victims and those accused
• Leading and mentoring a team of Technical Account Managers and Customer Success Managers, fostering a culture of excellence and continuous improvement based in Atlanta, GA
• Building playbooks, SOPs, workflows and other tools to deliver Customer Success Services
• Working closely with Support, Product Management, and Sales teams to ensure our solutions meet customer needs and drive value.
• Providing insights and best practices to both internal teams and customers on maximizing product value and addressing business challenges.
• Developing and enhancing materials, workshops, and training programs aimed at equipping customers to drive customer adoption and consumption and fully utilize our platform's capabilities.
• Gathering customer feedback to inform product development and enhancements, ensuring alignment with customer needs and industry trends.
• Making recommendations on what technology is required to support the Customer Success mission and KPIs

• Bachelor’s degree in Business, Management, or a related field; MBA preferred.
• 10+ years of experience in customer success, value realization, or consulting roles within a SaaS environment, with demonstrated leadership experience.
• Strong understanding of value metrics, ROI analysis, and customer business models.
• Exceptional communication and presentation skills, with a proven ability to engage and influence stakeholders at all levels.
• Analytical mindset with a knack for interpreting complex data and translating it into actionable insights.
• A customer-focused approach with a passion for driving success through innovation and service excellence.

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.