Overview In this role you will lead a high-performing Customer Success organization to maximize client value, adoption, and outcomes using our SaaS solutions for digital transformation in the Criminal Justice System. You will align customer success strategy with company goals, collaborate with Support, Product, and Sales, and drive measurable impact through KPI-driven programs. You'll coach Technical Account Managers and Customer Success Managers from the Atlanta team to deliver scalable, value-focused services. This is a chance to shape customer outcomes at scale in a market-disrupting company.
Compensation / Benefits- NICE-FLEX hybrid model (2 days in office, 3 days remote)
- global growth opportunities
- fast-paced collaborative environment
- career development across roles and locations
- market-disrupting company
- equal opportunity employer
Responsibilities- Lead and mentor Technical Account Managers and Customer Success Managers
- Implement and refine a comprehensive customer success strategy aligned with company objectives
- Develop and track KPIs to measure customer value, adoption, and operational impact
- Create playbooks, SOPs, workflows, and tools for delivering customer success services
- Collaborate with Support, Product Management, and Sales to ensure solutions meet customer needs and drive value
- Develop training materials and programs to drive adoption and maximize platform utilization
- Gather customer feedback to inform product development and business improvements
- Recommend technology and infrastructure to support the customer success mission and KPIs
Key requirements- 10+ years in customer success, value realization, or consulting within SaaS
- Strong leadership experience
- Bachelor's degree in Business, Management, or related field; MBA preferred
- Excellent communication and presentation skills with ability to influence stakeholders
- Analytical mindset with ability to translate data into actionable insights
- Customer-focused, innovative, service-excellence mindset
- strong communication
- stakeholder engagement
- analytical thinking
- value metrics
- ROI analysis
- customer business models
