NiCE is seeking a visionary and results-driven Vice President of Customer Success & Services to lead their Americas region. This executive role oversees customer success, renewals, and professional services across a portfolio representing hundreds of millions in revenue and includes some of the world’s most iconic brands.

The VP, Customer Success & Services executive will be responsible for driving customer retention, solution adoption, cloud activation, and services delivery, while leading high-performing teams and cultivating strategic customer relationships. This role requires a proven leader who excels in operational excellence, executive engagement, and cross-functional collaboration.

 

 

 

Role Functional Scope

 

Strategic Leadership:

• Define and execute the regional vision for Customer Success and Services, aligned with global business priorities.
• Drive innovation and transformation across engagement, delivery, and support models.

 

Operational Excellence:

• Implement scalable processes and frameworks to improve team efficiency and customer outcomes.
• Monitor and enhance key performance indicators, including:

• Net Promoter Score (NPS)
• Customer Satisfaction (CSAT)
• Solution Adoption
• Customer Retention
• Referenceability
• Time to Revenue
• Revenue Growth

 

Customer Advocacy & Engagement:

• Serve as an executive sponsor for customers in the region, acting as a trusted advisor to C-level stakeholders.
• Champion customer needs internally to influence product development and service enhancements.

 

Cross Functional Collaboration:

• Partner with Sales, Product, Platform Operations and R&D teams to deliver seamless customer experiences and drive business outcomes.

 

Team Leadership:

• Build, mentor, and inspire a high-performing, customer-centric organization.
• Foster a culture of accountability, innovation, and continuous improvement.

 

Financial Accountability:

• Oversee renewal practices and ensure alignment with revenue growth targets.

 

 

 

 

The Candidate

 

Ideal Experience:

 

• Bachelor’s degree in Business, Finance, Technology or related field (or equivalent experience).
• Master’s degree in Business, Finance, or related field- preferred.
• 20+ years of experience in customer success, contact centers, or B2B technology.
• 10+ years of experience leading large, high-performance teams.
• Proven success managing relationships with Fortune 500 brands.
• Strong understanding of customer success and services KPIs, with a track record of driving measurable improvements.
• Ability to communicate complex software concepts to enterprise-level executives.
• Highly preferred, Executive leadership experience in a SaaS company.
• Familiarity with contact center technologies, CCaaS, premise-to-cloud migrations, or enterprise software support.
• Ability to travel domestically

 

Key Measures of Success:

• Vice President of Customer Success & Services will achieve high CSAT and renewal rates through strong customer relationships and proactive engagement.
• Increases Cloud and maintenance ACV within the region by driving successful adoption and contract renewals.
• Ensures on-time implementation and activation of services, improving Time to Turnup and overall delivery quality.
• Builds and leads high-performing Customer Success and Service Delivery teams focused on customer outcomes and operational excellence.
• Serves as a trusted advisor to key customer executives, ensuring alignment between business goals and delivered solutions.