Principal Customer Success Manager

Principal Customer Success Manager 

So, what's the role all about? 

Our Principal Customer Success Managers are the face NiCE CX puts in front of our most valuable customers and partners – the people who can walk into a boardroom, read the room, and change how a conversation is going within minutes. This is a role for someone who thrives on relationships, backs their own instincts, and isn’t afraid to lead from the front. 

You’ll take ownership of some of our most strategic, high-value, and high-complexity accounts, becoming the one person a customer or partner turns to when it matters most. Programme delivery, governance, and technical execution sit with our specialist teams – your job is to be the constant thread that keeps the customer’s priorities, expectations, and experience front and centre, whatever is happening behind the scenes. 

This isn’t a role for someone who wants to sit behind a desk managing a queue of tickets. It’s for someone who wants to own outcomes, influence at the highest levels, and be trusted to make the right call under pressure. 

You’ll work closely with Sales, Delivery, Product, and every team working behind the scenes – not to do their job for them, but to make sure their work lands in a way the customer genuinely feels and values. Interaction with customers spans phone, email, chat, and video, with regular face-to-face engagement where it counts, and travel to be in the room for the moments that matter. 

How will you make an impact? 

• Be the single, unmistakable point of ownership for our most strategic accounts – the person customers and partners trust to make things happen 

• Walk into any room – boardroom, business review, executive briefing – and hold it, adapting your style to the audience and the moment 

• Build senior relationships that go beyond the day-to-day, becoming a genuine trusted advisor to VP and C-suite stakeholders 

• Translate everything our programme, governance, and technical teams are delivering into language and value that customers and partners actually care about 

• Bring real curiosity about new technology and AI-driven capability, learning quickly enough to speak with credibility about what’s coming next 

• Balance sharp commercial acumen with genuine customer advocacy – protecting NiCE’s commercial interests while never losing sight of the customer’s success 

• Spot risk and opportunity early, and know when to bring in the right people rather than trying to carry everything yourself 

• Lead high-stakes conversations around renewal, growth, and expansion with confidence and commercial rigour 

• Influence and raise the bar for those around you, cross-functionally, setting the standard for what great customer success looks like 

• Own the story – usage, adoption, ROI, and what’s next – and tell it in a way that lands with senior stakeholders 

• Travel to be in front of customers and partners when it counts, because some relationships are only really built in person 

Have you got what it takes? 

• A track record of genuinely thriving in high-pressure, high-visibility customer or partner relationships – you don’t shy away from the big room 

• Significant experience in customer success, account management, or a similarly senior customer-facing role, ideally within contact centre, SaaS, or telecommunications environments 

• A strong, magnetic personality – people remember you, trust you, and want you in the room 

• Genuine comfort with technology and a real appetite for learning new tools and capabilities, without needing to be the expert in the room 

• Sharp commercial instincts, with the ability to balance customer advocacy against commercial reality 

• The confidence to operate independently, make judgement calls, and take ownership when things get complicated 

• Outstanding communication skills – written, verbal, and, most importantly, in the room 

• Experience managing multiple senior stakeholder relationships at once, without losing quality anywhere 

• A genuinely collaborative approach – you know when to lead and when to bring in the specialists who make the outcome happen 

You will have an advantage if you also have: 

• Previous experience in a contact centre, CCaaS, or similar customer experience environment 

• A natural interest in AI, automation, or emerging technology, and what it means for customers 

• Experience influencing programme delivery, governance, or technical teams without formally owning them 

• A background that blends commercial thinking with genuine customer empathy 

• Experience operating at executive level with enterprise or key strategic accounts 

What’s in it for you? 

Join an ever-growing, market-disrupting, global company where some of the best people in the industry come to work. As the market leader, every day at NiCE is a chance to learn, grow, and make a genuine mark, with career opportunities across roles, disciplines, and locations. 

If you’re ambitious, you back yourself in the room, and you want to be the person our biggest customers and partners can’t imagine working without, you may just be our next NiCEr.

#LI-Hybrid