Senior Customer Success Manager

About the Role

The Senior Solution Adoption CSM is a specialist post-sales role within the WEM Solution Adoption practice. This individual acts as a trusted advisor to a portfolio of accounts, driving meaningful adoption of NiCE's Workforce Engagement Management suite, including IEX WFM, CXone WFM, Employee Engagement Manager (EEM), and Enhanced Strategic Planner (ESP), and translating license value into measurable operational outcomes for clients.

Working closely with Technical Account Managers (TAMs), Product, and internal stakeholders, the Senior Solution Adoption CSM develops and executes structured adoption programs, identifies risk, and ensures clients are maximizing the capabilities of their WEM investment across forecasting, scheduling, real-time management, adherence, and employee self-service workflows.

Key Responsibilities

Solution Adoption & Client Engagement

• Own a portfolio of WEM accounts (IEX WFM, CXone WFM, EEM, ESP) and drive structured adoption programs aligned to each client's operational goals.
• Develop and maintain Solution Adoption Plans (SAPs) that track feature utilization, identify gaps, and define measurable success milestones.
• Lead regular cadences, including QBRs and adoption reviews, to assess progress, surface risk, and communicate value to client stakeholders.
• Serve as a subject matter expert across WFM and EEM workflows, including scheduling optimization, intraday management, adherence monitoring, and employee self-scheduling.
• Identify expansion and upsell opportunities by aligning underutilized product capabilities to client pain points.

TAM & Internal Collaboration

• Partner with the TAM community as a center-of-excellence resource, providing enablement, escalation support, and best-practice guidance on WEM account management.
• Contribute to TAM enablement programs, developing playbooks, training materials, and account frameworks that scale adoption knowledge across the team.
• Collaborate with Product, Support, and Professional Services teams to resolve adoption blockers, share client feedback, and influence roadmap priorities.
• Support onboarding and handover processes to ensure smooth account transitions and consistent adoption methodology.

Reporting & Operational Rigor

• Maintain accurate account health records and adoption metrics within agreed tools and tracking frameworks.
• Produce client-facing deliverables including adoption roadmaps, executive briefings, and strategic recommendations.
• Flag at-risk accounts early and coordinate internal response plans in alignment with the VP and wider CS leadership.
• Contribute to billing and entitlement oversight processes, ensuring account data integrity and escalation of anomalies where applicable.

What Success Looks Like

• Clients within your portfolio demonstrate measurable improvement in WEM product utilization over time.
• SAPs are current, actionable, and referenced in every client cadence.
• TAMs supported by you feel equipped and confident to manage WFM/EEM accounts with reduced escalation dependency.
• Renewals and expansions within your portfolio are supported by clear evidence of value delivered.
• You are recognized internally as a WEM subject matter expert and a collaborative team member.

Required Qualifications

Experience

• 5+ years in a Customer Success, Solution Consulting, or WFM/WEM-adjacent role within a SaaS or contact center technology environment.
• Hands-on experience with IEX WFM, CXone WFM, EEM, or ESP, or comparable enterprise WFM platforms.
• Demonstrated ability to manage a portfolio of complex enterprise accounts with multiple stakeholders.
• Track record of building and executing structured adoption or engagement programs at scale.

Skills & Competencies

• Deep understanding of contact center operations: forecasting, scheduling, real-time management, adherence, and intraday workflows.
• Strong consultative and communication skills, able to present to both operational users and senior leadership.
• Highly organized with experience managing multiple competing priorities across a large account portfolio.
• Comfortable producing professional client-facing deliverables including decks, roadmaps, and recommendation