NICE - Customer Success Manager

• Drive adoption, value realization, and retention across Cognigy’s small-to-mid market customer segment. • Support customers through repeatable success motions such as lifecycle programs, automated playbooks, digital enablement, group engagements. • Own the strategy, execution, and continuous optimization of these motions for consistent value realization from Cognigy’s AI platform. • Report into Customer Success leadership while partnering closely with Sales, Product, Support, Marketing to deliver a high-quality customer experience at scale. • Design, build, deploy repeatable success playbooks across key lifecycle stages (onboarding, adoption, renewal readiness, expansion signals). • Define and measure the effectiveness of these programs using engagement, adoption, retention, health metrics. • Leverage customer success platforms and CRM systems to automate outreach and prioritize actions at scale. • Guide customers toward value realization by promoting standardized best practices and proven AI use cases. • Monitor product usage, health indicators, and customer signals for proactive risk and opportunity identification across the segment. • Deliver clear communications through digital channels to promote understanding of Cognigy’s offerings. • Manage renewals and support expansion motions by surfacing insights and growth opportunities with Sales. • Collaborate cross-functionally to improve scaled customer journeys, reduce friction, create advocates through scalable programs (webinars, case studies).