NICE
Technology
SeniorCustomerSuccessManager
Neural analysis suggests this role is
optimal for Senior candidates.
“Senior Customer Success Manager at NICE. Skills: Customer Success, Solution Adoption, WEM. Own WEM accounts. Drive structured adoption programs”
What You'll Achieve.
Improve WEM product utilization; SAPs current and actionable; TAMs feel equipped; TAMs feel confident; Reduced escalation dependency; Renewals supported by value; Expansions supported by value
Industry & Context.
Root cause analysis
What They're Looking For.
Must Have
5+ years Customer Success, 5+ years Solution Consulting, 5+ years WFM-adjacent role, SaaS or contact center technology experience, Hands-on IEX WFM experience, Hands-on CXone WFM experience, Hands-on EEM experience, Hands-on ESP experience, Comparable enterprise WFM platforms experience, Manage complex enterprise accounts, Build structured adoption programs, Execute structured adoption programs, Deep understanding of contact center operations, Consultative skills, Communication skills, Highly organized, Manage multiple competing priorities, Produce client-facing deliverables, Collaborative mindset
Nice to Have
Solution adoption experience, Enablement experience, Value consulting experience, WEM vendor experience, CCaaS vendor experience, Familiarity with NiCE CXone platform, Familiarity with WEM product ecosystem, Contribute to internal enablement programs, Lead internal enablement programs, Proficiency with CRM tooling, Proficiency with CS tooling, Proficiency with adoption tracking frameworks
What You'll Do.
Drive structured adoption programs
Develop Solution Adoption Plans
Maintain Solution Adoption Plans
Lead adoption reviews
Serve as subject matter expert
Identify expansion opportunities
Identify upsell opportunities
Partner with TAM community
Provide escalation support
Provide best-practice guidance
Contribute to TAM enablement
Develop training materials
Develop account frameworks
Collaborate with Product teams
Collaborate with Support teams
Collaborate with Professional Services
Resolve adoption blockers
Share client feedback
Influence roadmap priorities
Support onboarding processes
Support handover processes
Maintain account health records
Maintain adoption metrics
Produce client-facing deliverables
Flag at-risk accounts
Coordinate internal response plans
Contribute to billing oversight
Contribute to entitlement oversight
How You'll Work.
Team & Collaboration
TAM community; Product teams; Support teams; Professional Services teams; CS leadership
Communication Scope
Executive presentations; Client stakeholders; Executive briefings
Process & Methodology
Roadmap planning
Full Job Description
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. About the Role The Senior Solution Adoption CSM is a specialist post-sales role within the WEM Solution Adoption practice. This individual acts as a trusted advisor to a portfolio of accounts, driving meaningful adoption of NiCE's Workforce Engagement Management suite, including IEX WFM, CXone WFM, Employee Engagement Manager (EEM), and Enhanced Strategic Planner (ESP), and translating license value into measurable operational outcomes for clients. Working closely with Technical Account Managers (TAMs), Product, and internal stakeholders, the Senior Solution Adoption CSM develops and executes structured adoption programs, identifies risk, and ensures clients are maximizing the capabilities of their WEM investment across forecasting, scheduling, real-time management, adherence, and employee self-service workflows. Key Responsibilities Solution Adoption & Client Engagement Own a portfolio of WEM accounts (IEX WFM, CXone WFM, EEM, ESP) and drive structured adoption programs aligned to each client's operational goals. Develop and maintain Solution Adoption Plans (SAPs) that track feature utilization, identify gaps, and define measurable success milestones. Lead regular cadences, including QBRs and adoption reviews, to assess progress, surface risk, and communicate value to client stakeholders. Serve as a subject matter expert across WFM and EEM workflows, including scheduling optimization, intraday management, adherence monitoring, and employee self-scheduling. Identify expansion and upsell opportunities by aligning underutilized product capabilities to client pain points. TAM & Internal Collaboration Partner with the TAM community as a center-of-excellence resource, providing enable
Applying for this Senior Customer Success Manager role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Greenhouse
- Create a Greenhouse profile before applying — it saves time across multiple applications.
- Upload your resume as a PDF; the parser handles it better than Word.
- Answer all knockout questions carefully — wrong answers auto-reject before a human sees you.
- Enable email notifications to track application status in real time.
ANONYMOUS · UNFILTERED
What do employees actually say about NICE?
Real rants from real employees. Read before you apply.