Director, Customer Success
Core
Lead strategic account engagement for top-tier enterprise clients, driving adoption of cloud-native AI platforms and delivering measurable business value.
Role type
Senior IC Director of Customer Success
Builds
Cloud-native AI-powered contact center platform (NiCE CXone)
Domain
Contact Center as a Service (CCaaS) / Customer Experience (CX)
Deliverable
production ML models
Required skills
Strategic account management, AI/automation adoption, contact center operations, stakeholder management, data analytics, team leadership
Preferred skills
MBA, experience with Genesys/Five9/Talkdesk, global enterprise client management
Technologies
NiCE CXone, Salesforce, ACD, WFO, WEM, Enlighten AI, Analytics
Responsibilities
Build relationships with C-level executives, manage portfolio of 10M+ ARR accounts, drive Net Revenue Retention, lead AI feature adoption initiatives, execute strategic account plans, lead matrixed internal teams
Seniority
Senior, hands-on IC
