NICE
SaaS
Director,CustomerSuccess,CX
“Director, Customer Success, CX at NICE. Skills: Customer Success, Operating Model Design, Enterprise SaaS, CX. Design, lead, and embed the operating model. Define and evolve APAC enterprise customer success framework”
What You'll Achieve.
Customer focused outcomes; Deploy, adopt, and realise value; Onboarding, deployment readiness, time-to-value, adoption, and handover to value realisation; Reduce delivery risk and accelerate adoption; Scorecards, readiness indicators, delivery health, and adoption outcomes; Outcomes mapping, stakeholder alignment, and measurable success criteria; Remove friction and improve outcomes; Planning cadence, exec reporting, and escalation paths; Support pipeline and expansion motions; Support informed commercial decisions; Influence roadmap, packaging, and go-to-market strategy; Scale enterprise success without scaling friction; Make delivery readiness, partner execution, and adoption predictable and repeatable
Industry & Context.
What They're Looking For.
Must Have
Extensive experience in Customer Success, Delivery, Consulting, or Partner-led roles within enterprise SaaS, CX, analytics, or regulated technology environments, Proven experience designing and running customer success or partner operating models, background working with enterprise and regulated customers, Demonstrated success supporting or enabling delivery and scale, Comfortable operating as a senior individual contributor, Ability to navigate and influence matrixed, global organisations, Commercial acumen, Data-driven mindset, Executive-level communication skills
Nice to Have
Experience across multiple CX or contact-centre platforms, Background in change management, operating model design, or enterprise transformation, Experience influencing product strategy through structured customer and partner feedback, Track record of building reusable success assets
What You'll Do.
and embed the operating model
Define and evolve APAC enterprise customer success framework
Establish clear implementation pathways
Design and run operating model for customers
Work closely with partners to reduce risk
Own performance visibility
Establish value-led success planning
Sponsor and facilitate executive workshops
Ensure tight feedback loops
Set operational rhythm for enterprise success
Act as senior escalation point
Ensure consistent execution discipline
Partner with sales and partner teams
Provide structured insight into adoption
Represent voice of customer internally
How You'll Work.
Team & Collaboration
Cross-functional alignment; Work closely with GSIs, consultancies, niche delivery partners, and technology partners; Ensure tight feedback loops between Product, Sales, Services, and Support; Partner with sales and partner team; Influence roadmap, packaging, and go-to-market strategy
Communication Scope
Executive-level communication skills
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