Senior Product Customer Success Manager
This is the employer's own posting, not a copy on a job board.
What we know
Is it still open?
Confirmed still open
Last checked 11h ago — checked against the employer's own applicant tracking system, which is the company answering directly.
We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.
How old is it?
Posted 13h ago
The date the source published, not the day we noticed it (2026-10-13). Last seen at its source 3h ago.
Is it remote?
United Kingdom - Remote
That is the location the employer filed this posting under. Quoted as written — we do not re-word the source's own location.
Who may apply?
United Kingdom
The description states no restriction of its own. This is the source's own tag.
Pay not stated
Similar roles pay $20–27/hr
Middle 50% of 9 listings that do state pay — Customer · all levels · EMEA · USD/hour. This employer has published no salary; this is what comparable listings we hold disclose, never converted between currencies or periods. How this is calculated.
Skills named in the ad
Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.
Carried by 1 source
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Greenhouse employer's own board first seen 12h ago · last seen 3h ago
The listing
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.
Job Description
Senior Product Customer Success Manager
Region: US, UK
Location: Remote
Reports To: Manager, Product Customer Success
The Customer Success Team
With a presence in the USA, UK and Philippines, the Customer Success Team manages clients across North America and Europe, with the expectation of adding further clients in the APAC region. It ensures clients gain and exceed the expected business benefits from their existing contract and creates a service environment where contract renewal naturally occurs and contract expansion can be easily achieved.
Role Purpose
Ensure client accounts are well managed and growing by improving KPIs and customer benefits, increasing embeddedness, and seeking opportunities for new journeys. In addition, this role supports the Manager, Customer Success by training and coaching the more junior and newer team members to increase team skills, together with providing day-to-day direction and support to CSMs for clients within their portfolio.
Key Responsibilities
- Manage multiple accounts/workstreams in a small portfolio.
- Deliver complex technical integrations and projects.
- Understand clients’ contracts and interpret these to create win-win outcomes and avoid issues.
- Maintain a strategic success plan for each client, building on their business drivers.
- Develop operational client stakeholder relationships, becoming a partner and trusted advisor.
- Help customers understand and adopt relevant CE features and functionality.
- Construct and validate business cases.
- Deliver quarterly business reviews internally and to clients.
- Monitor and effectively communicate metrics, performance and value.
- Coach and train CSMs.
- Quality assurance of CSM deliverables.
- Assist CSMs with client escalations, acting as the first escalation point.
- Partner with sales, professional services, and technology teams.
- Identify and communicate growth opportunities.
- Provide technical, customer experience, security and project delivery guidance.
Experience and Skills
- Undergraduate degree
- Proven experience in client account/relationship management, or customer success
- Proven experience in technical and customer-facing project delivery, including API integrations
- Management of programs or multi-threaded projects
- Experience in account renewals/upsells/cross-sells
- Significant experience in business analysis and creating business requirements
- Strong commercial awareness
- Creation of business cases for initiatives and projects and ‘selling’ those to stakeholders
- Significant experience in data analysis using Excel or other tools
- Great verbal and written communication skills
- Experience of working in/with large corporates, navigating/managing processes
NICE to have
- Postgraduate degree in a technical or business subject
- Project mgt qualification
- Experience in data analysis using advanced tools
- Fluency in another language
Attributes