VP, Customer Success & Services
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.
NiCE is seeking a visionary and results-driven Vice President of Customer Success & Services to lead their Americas region. This executive role oversees customer success, renewals, and professional services across a portfolio representing hundreds of millions in revenue and includes some of the world’s most iconic brands.
The VP, Customer Success & Services executive will be responsible for driving customer retention, solution adoption, cloud activation, and services delivery, while leading high-performing teams and cultivating strategic customer relationships. This role requires a proven leader who excels in operational excellence, executive engagement, and cross-functional collaboration.
Role Functional Scope
Strategic Leadership:
- Define and execute the regional vision for Customer Success and Services, aligned with global business priorities.
- Drive innovation and transformation across engagement, delivery, and support models.
Operational Excellence:
- Implement scalable processes and frameworks to improve team efficiency and customer outcomes.
- Monitor and enhance key performance indicators, including:
- Net Promoter Score (NPS)
- Customer Satisfaction (CSAT)
- Solution Adoption
- Customer Retention
- Referenceability
- Time to Revenue
- Revenue Growth
Customer Advocacy & Engagement:
- Serve as an executive sponsor for customers in the region, acting as a trusted advisor to C-level stakeholders.
- Champion customer needs internally to influence product development and service enhancements.
Cross Functional Collaboration:
- Partner with Sales, Product, Platform Operations and R&D teams to deliver seamless customer experiences and drive business outcomes.
Team Leadership:
- Build, mentor, and inspire a high-performing, customer-centric organization.
- Foster a culture of accountability, innovation, and continuous improvement.
Financial Accountability:
- Oversee renewal practices and ensure alignment with revenue growth targets.
The Candidate
Ideal Experience:
- Bachelor’s degree in Business, Finance, Technology or related field (or equivalent experience).
- Master’s degree in Business, Finance, or related field- preferred.
- 20+ years of experience in customer success, contact centers, or B2B technology.
- 10+ years of experience leading large, high-performance teams.
- Proven success managing relationships with Fortune 500 brands.
- Strong understanding of customer success and services KPIs, with a track record of driving measurable improvements.
- Ability to communicate complex software concepts to enterprise-level executives.
- Highly preferred, Executive leadership experience in a SaaS company.
- Familiarity with contact center technologies, CCaaS, premise-to-cloud migrations, or enterprise software support.
- Ability to travel domestically
Key Measures of Success:
- Vice President of Customer Success & Services will achieve high CSAT and renewal rates through strong customer relationships and proactive engagement.
- Increases Cloud and maintenance ACV within the region by driving successful adoption and contract renewals.
- Ensures on-time implementation and activation of services, improving Time to Turnup and overall delivery quality.
- Builds and leads high-performing Customer Success and Service Delivery teams focused on customer outcomes and operational excellence.
- Serves as a trusted advisor to key customer executives, ensuring alignment between business goals and delivered solutions.
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.