[Remote] Senior Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. NiCE is a leading software provider known for delivering extraordinary customer experiences and is seeking a Senior Customer Success Manager to drive the adoption of their Workforce Engagement Management suite. This role involves acting as a trusted advisor to clients, developing structured adoption programs, and collaborating with internal teams to ensure clients maximize their investment in WEM products.ResponsibilitiesOwn a portfolio of WEM accounts (IEX WFM, CXone WFM, EEM, ESP) and drive structured adoption programs aligned to each client's operational goalsDevelop and maintain Solution Adoption Plans (SAPs) that track feature utilization, identify gaps, and define measurable success milestonesLead regular cadences, including QBRs and adoption reviews, to assess progress, surface risk, and communicate value to client stakeholdersServe as a subject matter expert across WFM and EEM workflows, including scheduling optimization, intraday management, adherence monitoring, and employee self-schedulingIdentify expansion and upsell opportunities by aligning underutilized product capabilities to client pain pointsPartner with the TAM community as a center-of-excellence resource, providing enablement, escalation support, and best-practice guidance on WEM account managementContribute to TAM enablement programs, developing playbooks, training materials, and account frameworks that scale adoption knowledge across the teamCollaborate with Product, Support, and Professional Services teams to resolve adoption blockers, share client feedback, and influence roadmap prioritiesSupport onboarding and handover processes to ensure smooth account transitions and consistent adoption methodologyMaintain accurate account health records and adoption metrics within agreed tools and tracking frameworksProduce client-facing deliverables including adoption roadmaps, executive briefings, and strategic recommendationsFlag at-risk accounts early and coordinate internal response plans in alignment with the VP and wider CS leadershipContribute to billing and entitlement oversight processes, ensuring account data integrity and escalation of anomalies where applicableSkills5+ years in a Customer Success, Solution Consulting, or WFM/WEM-adjacent role within a SaaS or contact center technology environmentHands-on experience with IEX WFM, CXone WFM, EEM, or ESP, or comparable enterprise WFM platformsDemonstrated ability to manage a portfolio of complex enterprise accounts with multiple stakeholdersTrack record of building and executing structured adoption or engagement programs at scaleDeep understanding of contact center operations: forecasting, scheduling, real-time management, adherence, and intraday workflowsStrong consultative and communication skills, able to present to both operational users and senior leadershipHighly organized with experience managing multiple competing priorities across a large account portfolioComfortable producing professional client-facing deliverables including decks, roadmaps, and recommendations documentationCollaborative mindset with the ability to influence without authority across TAM, Product, and Support communitiesExperience in a solution adoption, enablement, or value consulting capacity within a WEM or CCaaS vendorFamiliarity with NiCE CXone platform architecture and the broader WEM product ecosystemExperience contributing to or leading internal enablement programs for CS or TAM teamsProficiency with CRM/CS tooling and adoption tracking frameworksCompany OverviewNiCE is transforming the world with AI that puts people first. It was founded in 1986, and is headquartered in Ra'anana, HaMerkaz, ISR, with a workforce of 5001-10000 employees. Its website is http://nice.com.Company H1B SponsorshipNiCE has a track record of offering H1B sponsorships, with 2 in 2026, 5 in 2025, 14 in 2024, 8 in 2023, 8 in 2022, 11 in 2021, 10 in 2020. Please note that this does not guarantee sponsorship for this specific role.