Lead Customer Success Manager
Remote · South Africa
Job Summary
Lead Customer Success Manager who owns customer success across assigned accounts, driving adoption and ROI of NiCE CX technology, building trusted-advisor relationships, and delivering value through AI-powered capabilities. Responsibilities include maintaining strong relationships, conducting regular success reviews, coordinating with Sales, Technical Support, Professional Services, Product Management, and Engineering, ensuring go-live and post-go-live success, proactively managing customer health and escalations, delivering tailored presentations with usage, benefits, ROI, opportunities, and next steps, and traveling up to 25–30% to support activities. Requires Bachelor’s degree (or equivalent), 6+ years in customer-facing SaaS/telecom roles, ability to translate technical capabilities into business outcomes, strong communication, and up-to-date knowledge of contact centre, AI, cloud, and digital CX technologies. Dutch language skills are highly desirable, though not essential. End-to-end ownership of customer success for an enterprise, high-touch portfolio with emphasis on adoption, ROI, and executive relationships.
Required Qualifications
- Bachelor’s Degree in Computer Science, Business Information Systems, or similar field, or equivalent work experience
- 6+ years’ experience in Customer Success, Technical Account Management, Service Delivery, or similar customer-facing roles within SaaS, telecommunications, or contact centre environments
- Strong ability to translate technical and AI-driven capabilities into business value and outcomes
- Excellent analytical, problem-solving, and customer engagement skills
- Proven experience managing multiple customer accounts simultaneously
- Excellent communication skills, both verbal and written
- Ability to work effectively in a fast-paced, customer-centric environment
- Proficient in Microsoft Office applications
- Able to work independently with minimal supervision
- Strong working knowledge of contact centre platforms, functionality, and design
- Experience balancing technical discussions while maintaining strong executive-level business relationships
- Understanding of networking, VoIP, and contact centre infrastructure (advantage)
- Knowledge of TCP/IP, SIP signalling, and telecommunications architecture (advantage)
- Familiarity with databases, SQL concepts, or scripting fundamentals (advantage)
- Experience with AI, analytics, automation, or digital CX technologies (advantage)
- Dutch language skills (highly desirable but not essential)
Apply with one swipe on Sorce. We auto-fill applications and apply on your behalf — no cover letters, no 40-minute forms.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.