Customer Success Manager

Nice to have:

Strong analytical mindset with the ability to translate product usage data into actionable insights

Excellent written and verbal communication skills, with the ability to explain complex technical concepts in a clear, scalable manner

Comfortable working across systems, tools, and processes to drive efficiency and consistency

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

The Scale Customer Success Manager (Scale CSM) is responsible for driving adoption, value realization, and retention across Cognigy’s small-to-mid market customer segment using a scaled, digital-first customer success model.

Rather than high-touch, account-by-account engagement, this role focuses on supporting customers through repeatable, one-to-many success motions such as lifecycle programs, automated playbooks, digital enablement, and group-based engagements. The Scale CSM owns the strategy, execution, and continuous optimization of these motions to ensure customers consistently realize value from Cognigy’s AI platform.

Reporting into Customer Success leadership, this role partners closely with Sales, Product, Support, and Marketing to deliver a high-quality, efficient customer experience at scale.

NiCE Cognigy delivers AI that works—fast, human, and enterprise-ready. As the leading AI-first CX platform built for real-world scale, we combine Generative and Conversational AI through orchestration, tools, and enterprise systems to power Agentic AI. Backed by global CX leader NiCE, we empower brands with AI Agents that redefine customer experiences and achieve measurable ROI—instantly, across every channel and in 100+ languages.