Principal Customer Success Manager

At NiCE, 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.

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

• 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.

**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.