Customer Success Manager

So, what’s the role all about?

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.

How will you make an impact?  

• Own success outcomes for a portfolio of small-to-mid market customers, delivering value primarily through tech-touch and one-to-many engagement models
• Design, build, and deploy repeatable customer success playbooks across key lifecycle stages (onboarding, adoption, renewal readiness, and expansion signals)
• Define success criteria for scaled programs and measure their effectiveness using engagement, adoption, retention, and health metrics
• Leverage customer success platforms and CRM systems to automate outreach, trigger interventions, and prioritize customer actions at scale
• Guide customers toward value realization by promoting standardized best practices, proven AI use cases, and common success patterns
• Monitor product usage, health indicators, and customer signals to proactively identify risk and opportunity across the segment
• Deliver clear, value-driven communications through digital channels such as email, in-app messaging, webinars, and enablement content
• Manage renewals and partner with Sales to support expansion motions by surfacing insights, risk indicators, and growth opportunities
• Collaborate cross-functionally with Product, Support, Enablement, and Marketing to improve scaled customer journeys and reduce friction
• Support the creation of customer advocates through scalable programs such as webinars, case studies, and reference initiatives

Have you got what it takes?

• 2+ years of experience in Customer Success, Account Management, Solutions Consulting, or a related SaaS role
• Demonstrated experience supporting SMB or mid-market customers through scaled or digital-first customer success models
• Proven ability to build, operationalize, and iterate on repeatable customer success playbooks, with a strong focus on measuring impact and outcomes
• Experience using Customer Success platforms (e.g., Gainsight) and CRM systems (e.g., Salesforce) to drive automation, insights, and reporting
• Experience with AI technologies, particularly Conversational AI, strongly preferred; CCaaS experience also a plus
• 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
• Customer-centric and empathetic, with the ability to balance individual customer needs against scalable program design
• Solid understanding of SaaS business models and customer lifecycle management
• Alignment with Cognigy’s values and a collaborative, growth-oriented mindset
• Genuine interest in AI technology and a passion for helping customers achieve measurable business outcomes

What’s in it for you?

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!

About Cognigy

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.

Requisition ID: 9935
Reporting into: Team Lead
Role Type: Individual Contributor